Converting User to ACD Agent

[MiTaIG]

Hey Guys,

I am new to this forum and this is my first post .....but I have been using this forum for a while and found it very helpful.

I have user that was setup originally as a multi line multi device user and would like to convert this phone to use ACD. so far I have been able to change the line type from multi call to single line and removed the line appearance of the extension from key programming.

When I try assigning to ACD Agent IDs i am getting a message that the DIRECTORY NUMBER IS DEFINED ELSEWHERE.

I did a locate extension and is says that the number is assigned to a 5320e IP phone.

Any help to get this sorted would be appreciated

[ZuluAlpha]

When you say you're assigning to ACD Agent ID's how are you doing that?

I've gotten that notice before too and it's usually because I have the DN defined in the Telephone Directory form.

[MiTaIG]

I am referring to teh ACD Agent IDs form. thats where i get the message.
i have other single line ACD enabled users on the telphone directory form as well so im not sure where to look

[ZuluAlpha]

I would search the Telephone Directory for the number of the agent ID you're trying to add. Also, instead of LOCATE EXTENSION, try LOCATE NUMBER XXXX in Maintenance Commands. It may give you a hint of where it's configured already.

[MiTaIG]

Just a bit of clarification.

I am not setting up as a new user. the extension number is already assigned to Jane Doe which was already setup as a user with a multi call line/multi device user.
I changed this line to a single line because I am converting to an ACD agent.

When I try assigning this number to ACD Express Group. It is saying number is invalid, and I am suspecting it is because this number is not on the ACD Agent IDs form.

Just wanna find out what could be preventing me from assigning DN to this form

Locate extension throws
IP Device ID:  342                                                             
Circuit Location : 1 1 1 9 1                                                   
Extension : 100                                                                 
MAC Address : 08:00:0F:..........                                                 
Zone ID: 1                                                                     
           

Locate number throws:
The number refers to a 5330e IP.

So i guess my question is, If this DN is already assigned to a phone....how do i get it to work as an ACD

Thnks

[ZuluAlpha]

Are your other Agent ID's the same as their DN's? Someone might have to correct this, but I think you can only do that with Hotdesk users. You will have to have an Agent ID before you can add it to an Express Group or Skill Group.

[MiTaIG]

When I converted the user the account ACD setting changed to "ACD Enabled" as opposed to "ACD agent". I was not able to convert the existing user as this seem to be by mitel's design. I deleted the user and recreated as hotdesk/ACD Agent and the extension automatically added to the list of ACD agents.

Thanks for helping me troubleshooting this guys