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Portion of User Community Shares Worktops

Two regular employees, Tom and Lalitha, normally sit at their own desks to perform their job, but may occasionally act as an in-bound call agent when a regular agent is out sick or on vacation. ACME handles this situation by creating a device group, ACD Substitutes, and assigning it to the worktops used by Tom and Lalitha.

Table 1. Shared Worktop — Device Group Administration
Device Group Object Device IDs
ACD Substitutes 7701,7702,7711,7712
Table 2. Shared Worktop — Worktop Administration
Worktop Name Device ID Secondary Device Group
WKTP1 7801 ACD Substitutes
WKTP2 7802 ACD Substitutes
Table 3. Shared Worktop — User Administration
User ID Worktop Name Call Orig&Term Device Monitoring Call/Device Monitoring Routing
Tom WKTP1 Not applicable (N/A) N/A N/A N/A
Lalitha WKTP2 N/A N/A N/A N/A

As an alternative, you could allow Michael, Sally, Juan, and Marie (the inbound call agents) to switch desks by assigning the ACD Substitutes list to the secondary device group on each worktop or by assigning the list to the Call Origination and Termination group and Device groups in each of their user profiles.

ACME also shares a worktop in its shipping department where Louise, Frank, and Susan work. There is only one worktop in this department and all three share it.

Table 4. Shared Worktop — Secondary Device Worktop Administration
Worktop Name Device ID Secondary Device Group
Shipping 7810 Not applicable (N/A)
Table 5. Shared Worktop — Secondary Device User Administration
User ID Worktop Name Call Orig&Term Device Monitoring Call/Device Monitoring Routing
Louise SHIPPING Not applicable (N/A) N/A N/A N/A
Frank SHIPPING N/A N/A N/A N/A
Susan SHIPPING N/A N/A N/A N/A