ACD and generic sip phone

[moustyle]

i have been trying to setup generic sip phone whit xlite  and an acd account for our service desk.the genric sip phone option work but i give me an error when i try to add it to hour acd group and when creating the phone if i select acd  the option for generic sip phone dissapears. any help would be awsome!!!!!!!!!!!!




Release level: 6.0 SP3
Active software load: 12.0.3.15

[acejavelin]

That is because SIP phones are not supported as ACD agent devices.

From the online help system:

Sets that support ACD

    5360 IP Phone
    5340/5340e IP Phone
    5330/5330e IP Phone
    5320/5320e IP Phone
    5312 IP Phone
    5324 IP Phone
    5224 IP Phone
    5220 IP Phone
    5220 IP Phone (Dual Mode)
    5215 IP Phone
    5215 IP Phone (Dual Mode)
    5212 IP Phone
    5207 IP Phone
    5020 IP Phone
    5010 IP Phone
    SUPERSET 4150 telephone
    SUPERSET 4125 telephone
    SUPERSET 4025 telephone
    SUPERSET 4015 telephone
    SUPERSET 430 telephone
    SUPERSET 420 telephone
    SUPERSET 410 telephone
    Symbol NetVision Phone
    Symbol MiNET Wireless Phone
    SpectraLink NetLink Phones
    Navigator phone

[moustyle]

thank you for the reply ...i wish it would work!!!!!!

at leats i can now stop serching for this  thank you again

[moustyle]

would their be a way of forwarding all call even the one from the acd group to a sip phone? when just forwarding from my phone it does not redirect the calls from our service desk ?

[ralph]

No.  You won't be able to do that.
If an ACD agent is forwarded it busies them out of the group.

Ralph

[MitelUK2010]

Could maybe spoof it with EHDA?


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[ralph]

Now there's an idea I've never tried.
That might be an option I don't know if you can do EHDU with an ACD agent though.

Somehow though, in the back of my mind, it seems to me that I may have read somewhere that in the very latest version of software SIP soft phones may be available.  (Or coming soon)

Ralph

[acejavelin]

Now there's an idea I've never tried.
That might be an option I don't know if you can do EHDU with an ACD agent though.

Somehow though, in the back of my mind, it seems to me that I may have read somewhere that in the very latest version of software SIP soft phones may be available.  (Or coming soon)

Ralph

I think your thinking of the 5000...

[MitelUK2010]

http://edocs.mitel.com/UG/Apps-Solutions/MiCollab%207.0/MiCollab/MiCW%20Help/acd_ucd/external_hot_desk_agents.html

I know this references MiCollab however was the first link I came across.


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[acejavelin]

http://edocs.mitel.com/UG/Apps-Solutions/MiCollab%207.0/MiCollab/MiCW%20Help/acd_ucd/external_hot_desk_agents.html

I know this references MiCollab however was the first link I came across.


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Yeah, your right... I remember now, but it does require MiCollab Client as well.

[MitelUK2010]

I don't believe it does... I've used this for a small call centre that wanted a cell phone hooked up as an agent... I've slept since then so could be wrong... But that install never had MiCollab


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[acejavelin]

I don't believe it does... I've used this for a small call centre that wanted a cell phone hooked up as an agent... I've slept since then so could be wrong... But that install never had MiCollab


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SIP Only
The call center application is needed to control ACD calls to and from the SIP phone. The SIP phone is used only to answer calls. Call control features (Transfer, Hold, Conference, etc.,) and ACD-specific features such as Make Busy can only be invoked from the call center application. No indication of feature usage/state is provided on the SIP device's display.

If the PC goes down and agent loses the call center application, they may have the ability to call into the system, get authenticated, and then enter feature access codes for certain feature invocation directly from the phone. The display on the phone, however, will provide no indication of feature usage/state.

Supervisors will be able to log an agent into their EHDA without specifying the agent's login PIN (even if agent has password protection). The supervisor can only do this from their call center application not their SIP phone.

According to the document Ralph linked, it needs a "call center application", so maybe not MiCollab, but some kind of client software...

[moustyle]

thank you all for the replies i was so happy to try the EHDA but once on the 3300 i realise that we do not have any licenses for this.....that is really not cool and they dont want to buy new licenses to try it out

[acejavelin]

thank you all for the replies i was so happy to try the EHDA but once on the 3300 i realise that we do not have any licenses for this.....that is really not cool and they dont want to buy new licenses to try it out

You can always over-allocate by one to test, then if it works buy the license... if it doesn't just delete the EHDU device and de-allocate the license.