Why can this extension not log into ACD

[Mitel3300]

Hi Folks,

I administer a couple 3300 controllers part time so am not a Mitel professional by any means.

I have an user who happens to be a teleworker that is having difficulty logging into the ACD group of one of our controllers.

When she dials *328 she gets a "Not Allowed" busy signal.

I have done a fair amount of work to try and get this to work so would be happy to provide any additional relevant details.

For those on this forum familiar with PrairieFyre please see the attached pic.

[acejavelin]

"Not allowed" implies the user does not have the correct COS options to access that feature.

Is this phone in the same COS as other agents?

Sent from my MotoG3 using Tapatalk

[Mitel3300]

Appreciate the tip.

Sure, so that makes sense.

I am attaching a pic of the ACD agent ID config.

Please let me know if you see anything wrong with this.

Thanks

[acejavelin]

Do you have enough ACD agent licenses? The system often comes with 5 as part of a package, you are adding number 6... (just a thought)

[Mitel3300]

Right, sure, good point.

Please see attached pic of license situation on the 2 controllers.

[TroyDavis]

In PrairieFyre (Micc) Your Site explorer go under the employee and check the employee license and compare the reset of the tabs under that employee to make them look like the working employees.

Is the hotdesk phone the person using on the same controller as the other agents? Under users and devices on the 3300.
Compare the service details tab under the IP device (Hotdesk Phone) against other agent phones that work.

That is where I would start, since you have question marks in the PrairieFyre Contact center screen my first guess is the license in YSE.

GL.