Enabling external hot desk agents

External hot desk agents can work remotely using, for example, a standard PSTN analog telephone or a cellular telephone. External hot desk agents are similar to regular hot desk agents with additional configuration available to specify external number information. To access external hot desk agent functionality you must configure the following options in the User and Device Configuration form for the 3300 ICP:
  • External Hot Desking Enabled: Select 'Yes' to enable external hot desk agent functionality.
  • External Hot Desking Dialing Prefix: Type the prefix digit(s) required to dial out to the external hot desk device.
  • External Hot Desking Number: Type the telephone number of the external hot desk device. This number will be used by the telephone system to route ACD calls to the external hot desk agent.
    Note:

    The combined length of the external dialing prefix and external number cannot exceed 26 digits.

An agent ID can be associated to only one external dialing number. If an external hot desk agent will use more than one external device for handling calls they must be associated to one agent ID for each external dialing number.

An external hot desk agent can either log in externally or internally. When they log in internally (locally) the telephone system recognizes them as a standard hot desk agent. When they log in externally the telephone system recognizes them as an external hot desk agent.

Note:

External hot desk agent functionality is only supported for use with hot desk agents, not traditional ACD agents.

The following options are available for external hot desk agent login:
  • Log in locally from a MiNET phone: agent displays as a regular hot desk agent
  • Log in locally from an analog, cellular, or MiNET phone and connect through a loopback trunk: agent displays as an external hot desk agent
  • Log in externally from an analog or cellular phone: the agent ID is registered as an external pivot device number and the external number dialing that has been configured in the telephone system is overlaid on this external pivot device number. The external number is then used by the telephone system to deliver ACD calls to the external hot desk agent. The agent displays as an external hot desk agent.
Note:

An external hot desk agent can also log in externally by directly contacting a specific trunk configured for this purpose. In this case, the agent would not need to log in via Contact Center Client. For more information, log into Mitel Edocs, open the Mitel Communications Director System Administration Help Tool, and browse to 'External Hot Desking - Operation'.

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