User guide

General Information Guide
44
Hot desking
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. Any previous associations with the extension are taken out of service. When an
agent logs off, the agent disconnects from the extension and the default settings for the
extension are restored automatically.
ACD hot desking agents are not restricted to phones that are specifically programmed as ACD.
General and ACD hot desk agents can log in to any hot desk enabled phone.
Hot desking agents can toggle in and out of up to 30 agent skill groups. Hot desking agents
can move between agent skill groups by using feature access keys on their phone (if Class of
Service is enabled), or via supervisor intervention with Interactive Contact Center. The agent’s
hot desk primary line remains in service while they are logged in, even if they are not present
in any of their ACD skill groups and, therefore, not receiving ACD calls.
External hot desking
External hot desking associates a hot desking agent with any external dialable number, enabling
the system to ring an agent working remotely using any phone type, such as a standard PSTN
phone at home, a third-party PBX endpoint, or a cellular phone. External hot desking agents
are recognized by the system as standard hot desking agents when they log in internally (locally)
and as external hot desk agents when they log in externally. When used with Mitel Border
Gateway Connector, external hot desking agents can function with the full suite of Contact
Center applications. In order to be fully integrated remotely into the contact center, an external
hot desking agent requires a phone or USB headset (for soft phone), a computer, a router, and
a high-speed Internet connection.
Enabling home-based and remote employees to use Contact Center Client
Using Mitel Border Gateway Connector and Contact Center Client, home-based and remote
agents and supervisors can perform telephony functions without the use of a Virtual Private
Network (VPN). This may also be achieved using a standard VPN.
Home-based and remote agents can
• Use IP desk phones
• Automate desk phones using Contact Center PhoneSet Manager
• Use Contact Center Softphone, which provides complete desk phone functionality
In addition, using Contact Center Client, home-based and remote employees can view real-time
monitors, enable real-time alarming, and perform many Contact Center Solutions management
functions.