MiVoice Business - Migrate ACD agents from 53xx phones to 69xx phones

 Gotta be easy right?

After all, you are just changing the type of handset, right?

Nothing Mitel is ever easy - you should know that by now.

The problem for some customers is that they use traditional ACD and this continues to work well for them. The user has a phone with an extension, all the keys setup etc, then they use an agent ID to log into an ACD skill group.  Wouldn’t you expect it to continue to work on any new phone released?

Well traditional ACD is not supported on Mitel 69xx handsets. They decided only Hot desk ACD would continue to work. There is no easy way to convert a traditional agent to be hotdesk ACD.

Here is what is required.

For instance a user has extension 350 that everyone knows and calls them on. It shows up in people’s busy lamp fields and in the directory. It uses a Full ip device license. They login to ACD using agent ID 1350.

In order to retain that extension number it has to be turned into both a hot desk ID, but to use ACD the agent ID has to be identical. The process.

Log the agent (1350) out.

Delete the agent name out of the telephone directory to prevent the system complaining later.

Take the agent out of the skill group.

Got to Agent ID’s and delete the agent.

Next find extension 350 and delete it. The system may complain about deleting it if you have certain keys configured, so clear the keys.

Now create a new base phone to hotdesk into. I suggest numbering it something like 3#50. It will be IP device only (so it won’t take a license), set the model type and COS/COR as usual. Put the MAC of the phone in the device details.

Next recreate phone 350. Tick the boxes for Hot desk User and for ACD agent. Set the model the same as the base phone. Set the PIN as the agents login pin. Save it, then add whatever keys you need.

Go back to the Skill Group and add the new agent 350 into the group.

You should now have a 69xx handset that is sat waiting with an extension displayed of 3#50 and a Hotdesk soft key. Login as 350 with the appropriate pin and away you go.

John Rogers

www.oneszeros.biz