Hot Desking Support and Limitations
CloudLink Gateway supports call state monitoring for MiVoice Business users when devices are statically associated with the user. However, limitations apply to certain hot desking configurations where device association is dynamic.
Supported scenarios
The following configurations are supported:
| Scenario | Support |
|---|---|
| ACD SIP softphone (MiCollab) with hot desking enabled | Supported |
| User associated with SIP softphone, desk phone, or UC endpoint | Supported |
| Devices configured in PRG or MDUG | Supported |
In these configurations:
- Devices are visible to MiVoice Business and CloudLink Gateway
- Call state and CTI events are mapped to the CloudLink user
Unsupported scenarios
The following configurations are not supported:
| Scenario | Behavior |
|---|---|
| ACD hot desk agents (non-SIP devices) | Call state is not monitored |
| Directory number (DN) hot desked into a base extension | Active DN is not detected by CloudLink Gateway |
Impact
In unsupported configurations:
- CloudLink Gateway is not aware of the active device or DN
- Call state is not monitored
- CTI events are not mapped to the CloudLink user
- Presence information may be inaccurate or unavailable
Clarification
ACD SIP softphone configurations are supported.
ACD hot desk agent configurations that rely on dynamic login to devices (non-SIP) are not supported, because the device association is not visible to CloudLink Gateway.
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