Mitel Version 5.7 SP1 Hiding the Monitor control option, Logging on an agent, Logging off an agent, Logging off all of the agents on a monitor

Using Interactive Contact Center 333
Hiding the Monitor control option
When you right-click a device on a real-time monitor a menu is displayed. If you have Interactive Contact
Center and you are permitted to use agent and queue control, you will see a Monitor control option on this
menu. If you do not use Monitor control, you can hide this option so it is not displayed on the menu.
To hide the Monitor control option
1. In Contact Center Client, click Tools=>Options.
2. Select the Display monitor device control option check box.
3. Click OK.
Logging on an agent
NOTE:
• An ACD hot desking agent must enter an extension number each time the agents logs on to the
telephone system using Interactive Contact Center. The agent cannot rely on the extension number
last used when logging on. This is because the ACD data stream unifies the agent ID and the
extension. After a hot desking agent logs on or off of the telephone system using Interactive Contact
Center, sometimes the Interactive Contact Center agent controls are not available to the agent for
two to five minutes.
• Mitel 5000/Axxess agents that are logged on to all available queues are set to work timer. If they are
logged on to a single queue, they are set to idle.
• You will be unable to log in an agent to the ACD if there are no available 3300 ICP user licenses.
• If your contact center participates in the use of PINs, supervisors with the correct Class of Service do
not require an agent’s PIN to interactively log in a hot desking agent.
In the following example we will use the Agent State by Position monitor to illustrate Agent control.
To log on an agent
1. In Contact Center Client, click View=>Real time to view the supervisor monitor icons.
2. Click the Position icon and click Agent State by Position.
3. Select agents to monitor.
4. Click OK.
Contact Center Client displays the devices across the monitor in the order you specified.
NOTE: The first time you log on an agent, you must click By extension and specify the agent’s
extension number so Interactive Contact Center knows to which phone the agent is logged on.
5. Right-click the cell of an agent who is logged off and click Agent control=>Log on=>By extension.
6. After Agent login, select one of the agent’s agent login IDs.
7. After Extension, type the agent’s extension number.
8. Click OK.
Logging off an agent
To log off an agent
• Right-click the cell of an agent who is logged on and click Agent control=>Log off.
Logging off all of the agents on a monitor
To log off all of the agents
• Right-click the monitor and click Monitor control=>Log off.