Contact Center PhoneSet Manager

[ghost]

ok sorry for the flood of question, but I am struggling with some parts of the prairiefyre software (I am coming from managing NEC/Zeacom and a Cisco IPFX combo, so contact centers themselves are not new to me) (I have plenty of issues but trying to tackle them in manageable chunks)

So I have been going through all the documentation to find how to control the phone from the client software (silent monitoring, transfers etc), which seems to point me to needing Contact Center PhoneSet Manager, but I cant find it anywhere (according to the guide I should have it Contact Center PhoneSet Manager (included in Contact Center Enterprise Edition Advanced
Starter Pack or greater)

If I am on the wrong track please let me know

Thanks

I am running
2x Mitel 3300 MXe III with 5.0 sp2
CCM 6.0.2.2 (enterprise) running on windows server 2012
Advanced Agents
Premium IVR ports
network license (plans to role out to 4 support centers around the country)
All agents are hotdesk ACD with Mitel Deskphones (no softphones)

[ghost]

Ok I think I have answered my own question (its part of the soft phone menu) but that leads me onto the next issue

none of my acd hotdesk extensions are listed, when I go into yoursite explorer, they are not there either, I tried adding them manually but no luck (and the manually added extension keep turning off real-time monitoring and giving the following message "Any changes to this device will not be changes on your telephone system. You must enable read/write mode and be a member of the Enterprise Administrators security role and verify that this is a realtime device")

I can confirm I have read/write mode enabled and I am a Enterprise Administrator.

[martyn]

Do you see other pbx data being pulled in to the database like normal extensions?

[ghost]

standard extensions are listed
the 5020 messaging and callback ports are listed
the ip device only extensions are listed

but not hotdesk users (only hot desk users I have are the acd agents)

no external hotdesking