AACC 6.2 Hotdesking on Avaya CM

[sfitzg]

I am trying to configure hotdesking. Based on administration documentation I should be assigning terminals to workstations and addresses to terminals in the CCT Administration tools.

My problem is that my only option when creating a terminal is 'Knowledge worker" where I understand I should be selecting "Agent". I am guessing the default service provider is not correct but all documentation I can find on the service provider related to CS1K not CM.

Can someone give me a hint as to what I need to do to get the foundation in place for hot desking on an AACC/CM environment.


Thanks

Simon

[phemming]

Simon,

The service provider IP is the CCMS server IP address (as for CS1K)
For AACC SIP sites the only configuration in CCT admin is the Provider ID, all the rest is taken care of by configuring (and associating the agent) in Contact Centre Management

For SIP AACC you don't configure hotdesking, as the agent can only be associated with 1 SIP URI (e.g. sip:[email protected]). The hotdesking aspect is taken care of by the agent logging into phone next to whichever workstation they log in to AAAD from.

Agent is really a term for CS1K POS ID (Key 0) in the terminal context.

Paul

[sfitzg]

Thanks,

That clarifies it. Reading the documentation I thought there may have been smoke and mirrors that modified the SIP URI in a hot desking environment. This simplifies it.

Simon

[aapawan123]

Hi Simon,

Looking at hotdisking in AACC SIP enviornment. Based on the response, AACC SIP enviornment will not work on hotdisking?

[stphnwd]

@aapawan123 - Hot desking does not need to be "enabled" in AACC SIP. As it does in AACC AML.

As phemming stated:
"For SIP AACC you don't configure hotdesking, as the agent can only be associated with 1 SIP URI (e.g. sip:[email protected]). The hotdesking aspect is taken care of by the agent logging into phone next to whichever workstation they log in to AAAD from."