User guide

General Information Guide
100
Support for hot desking agents
Contact Center PhoneSet Manager and Contact Center Softphone support hot desking agents.
When an agent is configured as a Mitel hot desking agent, the agent can sit at any extension
on the network and log on to the extension. After the agent is logged on, the agent takes control
of the extension. The agent's Contact Center Client and soft phone real-time profile settings
are available.
Support for external hot desking, home-based, and remote employees
When an agent is configured as an external hot desking agent, they are associated with any
external dialable number, enabling the system to ring an agent working remotely. Using Mitel
Border Gateway Connector, external hot desking agents can use the full suite of Contact Center
applications. In order to fully integrate with the contact center, external hot desking agents
requires a phone or USB headset (for soft phone), a computer, a router, and a high-speed
Internet connection.
Home-based agents, remote agents, and supervisors can perform telephony functions without
the use of a Virtual Private Network (VPN) using Mitel Border Gateway Connector and Contact
Center Client. They can use IP desk phones, automate desk phones using Contact Center
PhoneSet Manager, or use Contact Center Softphone, which provides complete desk phone
functionality.
Resiliency
Contact Center PhoneSet Manager and Contact Center Softphone support resiliency which
provides uninterrupted ACD telephony service during network and power outages. For more
information regarding resiliency, see "Resiliency and ACD Resiliency" in this document.