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General Information Guide

102

ACD Agent Hot

Desking

Allows an agent to log into any ACD set and have the system apply

the agent’s personal phone profile to that ACD set

Yes

ACD External Hot

Desk Agents

Mitel supports Dynamic Extensions for agents, extending ACD

features to all IP, SIP, and external devices, and enabling External

Hot Desk Agents (EHDAs) to be on 3rd party endpoints, such as cell

phones, on analog phones, or at home.

An EHDA is an External Hot Desk User (EHDU) that is also a member

of an ACD group. In a typical work-at-home scenario, the user

answers the ACD calls on a single-line residential phone and has a

MiTAI-based call center application that provides “screen pops” that

contain caller information and client account data.

Yes

ACD Dial out of

Queue

Allows user to exit the ACD queue to perform another action. For

example, you can exit the ACD queue to leave a voice mail for

callback.

Yes

ACD Scaling Provides increased ACD dimensioning for active agents, agent skill

groups, dial out of queue points, and RADs

ACD Hold

Retrieve/Abandon

Event

Previously ACD Real Time Events did not report when a Non-ACD

call was answered on an Agent phone and then placed on hold to be

retrieved at another set. Currently, enabling Feature Level 3 and ACD

Real Time Events modifies the reporting of the Hold Retrieve and

Hold Abandon events.

Requires: ACD Real Time Events (MSA-A-54) and Feature Level 3

(PN 54000510)

N/A

ACD 2000

Extended Agent Skill

Groups

When this option is enabled, the maximum number of agent skill

groups increases to 256 for the MXe Server and 128 for all other

controllers. Each group can support up to 500 agents.

N/A

ACD 2000®

Skill-based Routing

Each agent in an agent group is assigned a skill level. Calls to the

group are routed to the most skilled available agent. If agents of equal

skill are available, the call is routed to the longest-idle agent. To

facilitate skill-based routing, agent IDs can appear in more than one

agent group.

N/A

ACD Make Busy

Reason Codes

ACD agents enter a reason code when phones are put into a Make

Busy state.

ACD Real Time

Event

Real time event records are used to monitor and record the activity of

the ACD operation. Events are divided into two groups: call events

and group statistics events.

Call events report on individual ACD agent activity.

Group statistics report on ACD group activity such as number of calls

queued, longest waiting call, and number of active agents.

N/A

Feature Name: Description:

Support while

the set is on the

secondary

controller

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