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Adding resilient and/or Network ACD hot desking agents 121
To add a resilient or Network ACD hot desking agent using OPS Manager
1. In Internet Explorer, browse to OPS Manager.
2. Click Configuration=>Directory Management=>Moves, Adds & Changes editor.
The Moves, Adds & Changes Editor opens.
3. Click Add User.
Optionally, click Edit user to edit an existing user.
4. Under Identification, type a name.
5. After Number, type the agent’s dialable number.
6. After Home Element, select the primary telephone system from the list.
7. After Type, select ACD Agent.
8. Under Appliances and Services, select Enable Resiliency.
9. After Secondary Element, select the secondary telephone system from the list.
10. Under Telephone Directory, after Distribution List, select the distribution list you have created.
11. Click Add.
The user is added to the telephone system.
12. Once the user has been added to the telephone system, click Configuration=>Directory
Management=>Synchronize with=>Network Elements.
13. Under Not selected, select the telephone systems to synchronize from the list and click < to move
them to the Selected list.
14. Click Sync Now.
The telephone directories for the specified telephone systems are synchronized.
15. After the telephone systems are synchronized, perform Synchronization on all 3300 ICPs in your
enterprise.
See “Configuring the YourSite database using synchronization” on page 112.
Once Synchronization is complete, the resilient and/or Network ACD hot desking agents you added
using OPS Manager are available in YourSite Explorer.
Invalid ACD cluster programming
Combining traditional ACD agents and ACD hot desking agents on the same telephone system is not
supported. All media servers within a cluster must be configured with the same type of agents. If the
telephone systems within a cluster are configured with both ACD hot desking agents and traditional ACD
agents, agent states will not display correctly in Contact Center Client real-time monitors and you will receive
an "Invalid ACD cluster programming" error in YourSite Explorer.
The "Invalid ACD cluster programming" error is displayed when the following conditions are met
• One or more media servers in a cluster are programmed with both traditional and ACD hot desking
agents and/or
• The media servers in a cluster are not programmed with the same type of ACD agents
NOTE: As a best practice, we recommend you perform Synchronization before attempting to resolve any
invalid ACD cluster programming errors on the telephone system. This will ensure that your configuration is
accurate and any errors being reported are valid.
The following scenarios provide examples of different invalid ACD cluster programming, with the problem
areas identified in red text.
Scenario 1
In the scenario shown in Table 6-3, media servers with mixed agent types are programmed in YourSite
Explorer.