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Using Interactive Contact Center 335
• May control the real-time presence of agents in Interactive Contact Center
• To control supervisor presence in Interactive Contact Center, you must have the following security role
enabled. See “Configuring security” on page 175.
• May control my real-time presence in Interactive Contact Center
The Mitel 3300 ICP (MCD 4.0 SP1 and 4.1) enables agents to be placed in or removed from multiple agent
groups (up to 16 on the Mitel 3300 MXe II Controller and up to 30 on the Mitel 3300 MXe server). Agents can
be added and removed from agent groups using Feature Access Codes (FAC), a Feature Access Key (FAK)
programmed on their set, or using Interactive Contact Center.
The agent group presence option is controlled by class of service. Once the appropriate class of service has
been set, the agent group presence status can be changed in the following ways.
• Feature access keys can be programmed on a Mitel multiline phoneset. One button would be used to
join or leave each agent group to which the agent is a member.
• Supervisors and agents can dial a feature access code followed by the group number to change their
status for that group or to change their status for all groups to which they are a member.
• The desktop tool in the embedded system management can be used to make status changes.
• MiTAI controls are also available to make status changes.
Agent group presence best practices
It is important to note that agents may join or leave agent groups but not queues. Agents become absent from
a queue indirectly if they leave all agent groups associated with that queue. An agent who is present in an
agent group which is associated to all queues would be disassociated from all queues simultaneously if they
became absent in their agent group. Since the goal of agent group presence is to provide a dynamic response
to varying queue activity, allowing agents to become absent from all queues simultaneously is
counterproductive.
As a best practice, we recommend you associate agent groups to queues based on business groups within
your organization. A unique agent group to business group queue(s) association allows agents who leave an
agent group associated to a particular business group to remain present in an agent group(s) associated to
other business group(s).
Adding agents to and removing agents from agent groups
After logging into Contact Center Client, agents use Interactive Contact Center to control their presence status
in agent groups. Optionally, supervisors can use Interactive Contact Center to control the presence status of
agents in specific agent groups.
NOTE:
• An agent's ACD hot desk line remains in service while they are logged in as an ACD hot desk user
even if they are not present in any ACD groups and not receiving ACD calls.
• If you do not own Interactive Contact Center, you will be unable to control an agent's presence status.
To add an agent to an agent group from a real-time monitor
1. Right-click the cell of an agent who is logged on and click Agent control=>Join/Leave agent group.
2. Select the agent group(s) to add the agent to.
3. Click OK.