When a traditional ACD agent logs into an ACD set, only the Class of Service (COS) and Class of Restriction (COR) that are associated with the agent's directory number are applied to the ACD set. In order to provide agents with access to user features, such as personal speed calls, some call centers provide agents with a separate non-ACD phone that the agent can then program with personal features and with different Classes of Service for Day, Night 1, and Night 2.
The Hot Desk ACD Agent feature allows an agent to log in to any hot desk enabled set or ACD set and the system re-registers the set with the agent's personal phone profile and ACD functionality. After the agent logs in to the set, the agent has access to his or her own personal speed calls, features, and phone settings as well as the ACD agent functions. If you use hot desk ACD agents in a call center, you do not have to provide agents with separate phones for their personal use. Instead, you can make a pool of shared phones available to many agents and any hot desk enabled set or ACD set that a hot desk ACD agent logs in to will also function as the agent's personal phone.
After a hot desk ACD agent logs in, the system associates the user's personal phone settings, such as directory number, COS/COR settings, display language, and button programming with the set.
The system also continues to use the CESID (Customer Emergency Services ID) programmed for the set. For example, if someone makes an emergency call from a hot desk agent set, the system sends the CESID associated with the set regardless of which profile (hot desk ACD agent or set user) is active on the phone. For local notification (SMDR log and attendant console) the system displays the DN and name of the active profile (if available).
After logging on, hot desk ACD agents can use the following personal phone features and change the following settings:
Call forwarding (all types)
Callback messages (message waiting indicator)
Auto Answer
Do Not Disturb (DND)
Last Number Redial
Timed Reminder
Triple Ring Callbacks
Advisory Status Message.
For example, an agent can log in to a hot desk enabled set, dial a number, and the system stores that number against the Redial key for that agent's set profile. After logging out, if the agent logs on to another hot desk enabled set, he or she can press the Redial key to dial the last number that had been dialed previously from the other set.
Note: Do Not Disturb and Make Busy states are not cleared when a hot desk agent logs out. However, when the agent logs back in both DND and Make Busy are cleared. You can enable COS option "ACD Make Busy on Login". This option is disabled by default.
When an agent is logged in, the hot desk ACD agent's DN is in service and the DN for the set follows out of service handling. After an agent logs out, the agent's DN follows out of service handling. The set's DN comes back into service and the set's profile, including feature settings, is reapplied.
