See Logging In and Out for hot desk ACD agent procedures.
Option 1: Hot desk ACD agents can use their Agent ID as their personal contact number and receive direct calls whenever they are logged into the system:
If the agent is logged in and not in Make Busy, the agent receives both ACD calls and direct calls.
If the agent is logged in and in Make Busy, the agent receives direct calls only.
If the agent is not logged in, the agent does not receive calls.
You can configure agents with the COS option "ACD Make Busy on Login" to allow agents to log in and only take direct calls. The agents don't start taking ACD calls until they press the Make Busy key to exit Make Busy state.
Option 2: If the hot desk ACD agents always log into the same phone, they can use the registration DN of their phone as their personal contact number. For this option, you must program a line appearance of the set's registration DN in the agent's hot desk profile:
If the agent is logged in and not in Make Busy, the agent receives ACD calls and direct calls. The agent picks up direct calls on the non-prime line appearance.
If the agent is logged in and in Make Busy, direct calls are received on the non-prime appearance.
If the agent is logged out, the agent receives direct calls on the prime line of the hot desk phone.
If an agent has multiple agent IDs, you can add a line appearance of the set's registration DN to each of the agent's hot desk profiles.
This option is not suitable if the agent logs into different sets because the registration DN will change depending on which set the agent has logged into.
Option 3: With this option, the agent does not use the registration DN to take calls. Instead, the agents uses a phantom DN as his or her personal contact number. This phantom DN is programmed as a non-prime line appearance in the agent's hot desk profile:
If the agent is logged in, the agent can receive calls ACD calls and direct calls.
If the agent is in Make Busy, the agent only receives direct calls on the non-prime line appearance.
If an agent is logged out, the agent does not receive any calls.
If an agent has multiple agent IDs, you can add a line appearance of the phantom DN to each of the agent's hot desk profiles.
Note: For Options 2 and 3, associate a unique line key with the voice mail messaging waiting indicator. The indicator for the line key will flash to alert the agent of a voice mailbox message.
