ACD Hotdesking using the MiContact Center Softphone and a single license on the MCD/MiVB server

Article ID: 51976 - Last Review: November 22, 2017

PROBLEM

When configuring your MCD to use a Softphone Extension and a HotDesking ACD agent, you should only need to use one license on your MCD, by setting the Softphone extension to IP Device Only.

INSTRUCTIONS

1. On your 3300, create the softphone device with service level IP Device Only. 




2. Open YourSite Explorer and perform a Telephone System Synchronization.

• Go to Media Servers on the left.
• Click the Synchronization tab at the top.
• Select Telephone System.
• Click the Run button.

3. In YourSite Explorer, assign that IP Device Only softphone to an employee who also has a HotDesking Agent ID associated.

NOTE: The following steps must be performed on a client PC (not on the MiCC server) with a working sound card.

4. Launch the ContactCenterClient and log in as that employee.
5. In the Softphone Configuration screen, select the IP Device Only extension.
    NOTE: The PhoneSet Manager screen will show the extension state as LOCKED.  This is correct.



6. You can now log in the HotDesking Agent as normal, by going to the Actions menu.

APPLIES TO

CCM, all versions. 

Keywords: softphone hotdesking hot desking agent extension MCD license licensing IP device only