To support hot desk ACD agents, systems require Release 7.0 software or later.
You must use either hot desk ACD agents or traditional ACD agents. The use of hot desk ACD agents and traditional ACD agents in the same ACD system is not supported.
Hot desk ACD agents are only supported on the following devices:
5000 series Multiline IP Phones
5000 series Dual Mode IP Phones
5320 IP Phone
5330 IP Phone
5340 IP Phone
5360 IP Phone
Navigator
5560 IPT
SpectraLink wireless phones
The following devices do not support hot desk ACD agents:
attendant consoles,
Your Assistant,
Your Assistant Pro,
digital sets,
Symbol wireless sets,
ONS sets,
single line IP sets (such as 5001 and 5201),
5700,
OpenPhones,
CITELlink-supported sets.
PKMs (A hot desk ACD agent cannot be provisioned with a PKM. If an agent logs in to a hot desk set with a PKM, the PKM will be disabled.)
A hot desk ACD agent CANNOT be programmed as
A Flexible Answer Point for a trunk
A Trunk Answer Point
A RAD
A Hotel or Suite extension
An Emergency Hunt Group member
A RAD Hunt Group member
A Record-a-call Hunt Group member
A tenant member
In the Group Administration Tool, hot desk ACD agents are identified as hot desk users.
In ACD real time events, the directory number and agent number for a hot desk ACD agent is recorded as the agent's ID.
If a hot desk ACD agent logs out during a call, the system does not generate the report until the call ends.
After a system reset, hot desk ACD agents are automatically logged back in to the ACD system once the set re-establishes contact with the agent's controller. Hot desk ACD agents are not logged out unless the set loses power, reboots, or the agent explicitly logs out.
When a hot desk ACD agent is logged in to a set, the agent or user must log out before another can log in. A log over is not permitted.
Hot Desk ACD agents that are not programmed in any groups do not consume an ACD license when they log in.
