Adding resilient and/or Network ACD hot desking agents 137
To reduce the amount of unnecessary real-time monitoring in Contact Center Management and Call
Accounting, advanced real-time monitoring that provides a variety of features and functionality is disabled by
default for extensions and can optionally be disabled for agents and queues. A new option in YourSite
Explorer called Advanced real time and reporting (previously called Real time and reporting) can be set on
extensions, agents, and queues to enable devices to be used with the following applications and features:
• Busy Lamp Field (BLF)
• Interactive Visual Queue queue statistics
• DNIS name, agent ID, extension, Collected Caller Entered Digits, and Customer Collected Information
• Interactive Contact Center work timer functionality
• Call recording start and stop controls
• Lifecycle reports
• CTI Developer Toolkit functionality
• Professional Services custom screen pop displays
The Real time and reporting option now provides real-time information only, such as ACD states and statistics
and presence. Enterprises with a large number of agents and queues may optionally turn off Advanced real
time and reporting to alleviate bandwidth congestion and to increase system performance. Turning off
Advanced real time and reporting will have the following impact:
• BLF will not display
• Interactive Visual Queue will not display queue statistics
• DNIS name, agent ID, e xtension, Collected Caller Entered Digits, and Customer Collected Information
will not populate in Interactive Visual Queue, Contact Center PhoneSet Manager, Contact Center
Softphone, and screen pop displays
• Interactive Contact Center will not be able to cancel work timer
• Call recording integration will not be able to start and stop recordings
• Lifecycle reports will not display IVR entry, IVR exit, in queue, call end, call recording, and call note
statistics
• Any of the following functionality that is exposed using the CTI Developer Toolkit library will be similarly
affected, for example, the ability to receive call event notifications or cancel work timer
• Any professional services custom applications will not populate screen pop displays properly
We recommend you contact your Channel Partner before changing the default settings and enabling
advanced real time and reporting for extensions, agents, and queues or disabling advanced real time
reporting for agents and queues.
NOTE: Agents are programmed in YourSite Explorer. If agents are in a clustered environment but not hot
desking and not resilient, the agent names will not appear on the telephone switch. You must enter these
agent names outside of Contact Center Management.
In order to provide Contact Center Work Timer functionality in Contact Center Client, every traditional agent’s
extension or every hot desking Agent ID must be enabled with a MiTAI monitor and be set to Advanced real
time and reporting in YourSite Explorer.
If your agents handle calls for multiple voice queues, you can add additional agent login IDs. For the SX-200
and SX-2000, you do so in YourSite=>Configuration=>Employee=>Employee=>View agent logins. For the
3300 ICP, 5000, and Axxess, you do so in YourSite Explorer.
To add an agent
1. In YourSite Explorer, in the left pane, click YourSite .
2. Under Devices, click Agents.
3. Click Add.
4. After Employee, if you want to associate the agent to an employee, click ... and select an employee.
5. After First name and Last name, type the agent’s name.
6. After Agent login ID, type the agent login ID.