Adding extensions

When you perform Synchronization, YourSite Explorer is configured to mirror the phone set extension numbers/base directory numbers (DNs) on the telephone system.

If you have traditional agents that can sit at multiple locations within your organization, Hot Desking Agents, or general business hot desking extensions, we recommend you give these base extensions generic names based on the position of the physical DNs (for example, Base DN: Floor 2, Desk 1). We recommend only general business hot desking extensions assigned to specific hot desking users be given user-based names (for example, Hot desking extension: John, Smith). If you have traditional ACD agents who sit at the same desk every day, or traditional extension phone sets that belong to single users, we recommend that the base DNs be configured with the user's names.

When read/write is enabled on a media server, changes made to extensions may be written back to the media server depending on the type of extension being changed. Changes made by adding or deleting the following extension types are written back to the media server:
  • Agent greeting
  • App server port
  • Hot desk user
  • Outbound port 5020 IP
  • Messaging port 5020 IP
  • RAD port 5020 IP
  • UPiQ port 5020 IP
  • Voice softphone
Changes made by adding or deleting the following extension types are not written back to the media server:
  • Attendant console
  • Auto-attendant
  • Voice
  • Voice mail

For extensions that already exist on the media server, edits to any extension type in YourSite Explorer will update the Name and Class of Service of that extension on the media server.

For information about enabling read/write on the media server, see "Enabling write-back functionality".

The following procedures explain how to:
  • Add an extension
  • Configure 3300 ICP extension options
    Note:

    Failover media servers for extensions must be configured on your telephone system and synchronized into YourSite Explorer.

  • Enable a Hot Desk User for external hot desking

    See "Enabling external hot desk agents".

Note:

Some fields and tabs are only available to certain extension types.

To add an extension
  1. Click YourSite > Extensions.
  2. Click Add.
  3. After Name, enter a name for the extension.
  4. After Reporting/Dialable number, enter the extension’s dialable number.
  5. After Extension type, select an extension type from the drop-down list.
  6. After Media server, click the Browse button.
  7. Select a media server and click OK.
  8. Select the Disable real-time monitoring and data collection on this device check box if you do not want to enable the extension to be set with a MiTAI monitor, viewed in Contact Center Client, and use Contact Center Softphone.

    By default, this check box is not selected.

  9. To license this extension, select License this Extension.

    Unlicensed extensions will not be updated in Contact Center Client real-time monitors and cannot be reported on or costed with MiVoice Analytics.

  10. After Notes, enter any other information for administrators about the extension.
  11. Click Save.
To configure 3300 ICP extension options
  1. Select an extension and click the 3300 ICP tab.
  2. Select the Class of Service for the extension from the drop-down list.
  3. If you want this extension enabled for ACD, select ACD enabled.
  4. Click Save.
To enable a Hot Desk User for external hot desking
  1. Click YourSite > Extension.
  2. Select a Hot Desk User extension and click the 3300 ICP tab.
  3. Select External hot desk user enabled.

    Extensions that are enabled as external hot desk users can handle Non ACD calls while logged in externally.

  4. After External dialing prefix, type the dialing prefix for the external device to which calls will be routed.
  5. After External dialing number, type the dialing number for the external device to which calls will be routed.
  6. Click Save.
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