Configure Hotdesking - Nortel Contact Center Multimedia Installation And Maintenance Manual

Configuring the Contact Center Agent Desktop

Configure hotdesking

You can configure your contact center so that an agent can sit at a different desk
every day and log on to the Contact Center Agent Desktop. With hotdesking
enabled and properly configured, when agents start the Contact Center Agent
Desktop, they are automatically mapped to the relevant terminal and addresses
without user intervention.
When hotdesking is also configured for a Citrix environment, agents are
challenged with a dialog box asking them to enter a string that identifies their
workstation. The string must be the same as the string that is configured as the
workstation name in the Communication Control Toolkit configuration. You
must configure the popup dialog in a Citrix environment.
To configure hotdesking
1 In the Contact Center Multimedia Administration window, expand Contact
Center Multimedia.
2 Expand Agent Desktop Administration.
3 Double-click Hot Desking.
4 Under Hot-Desking, select the Enabled check box.
5 Click Save.
To configure the pop up window for a Citrix environment
1 In the Contact Center Multimedia Administration window, expand Contact
Center Multimedia.
2 Expand Agent Desktop Administration.
1184 Contact Center Multimedia/Outbound
Standard 7.16