Mitel Phone - Displays Locked and Setting up Agent Profile

First question, do they log into an ACD split. If so, they must be logged in in order for the phone to be unlocked (this appears to the the way the Model 5320 works)

 

Phone showing LOCKED

If the user do not log onto an ACD split, report the phone locked issue

 

If user is on an ACD split:

Press button next to Hot Desk

Press button next to Login

Enter their 4 digit ACD 4### number

Press button next to OK

Enter the 4 digit number again

Press button next to OK

The LOCKED should go away

If it does not, go to Configure and verify the 1*### matches the one on the phone (lower left screen corner). If not, click on Add Extension, in the Search box type in the correct number.

Highlight the newly added extension and click OK (the other will go away)

 

 

 Now have the user log into the Agent

Mitel - Create Contact Center Client Agent Profile

 (see attached for detailed instructions)

 

User will login and save as their own Profile (logon and password are same - Windows logon. Check the Remember.... box)

 

1. Start menu > Mitel directory > Contact Center Client 
2. Login with the credentials provided
3. File menu > Save As > enter user name > OK\
4. File menu > Open
5. Remove any current check marks.
6. Under Profile column > locate the username you created > place checkmarks under the Desktop column and Mitel program group column
   1. Note: The Desktop will put the users personal shortcut on to the desktop and the Mitel Program group will put the user personal shortcut under the Start menu > All Programs > Mitel > Profiles
      
      
7. Click Cancel (Yes, click CANEL. It does not make sense but DO IT.) 
8. Click Soft Phone tab 
9. Click the red softphone icon
10.  Make a note of the number (1*###) listed under the Dialable column. This number should match the number located on the bottom left corner of your screen.
11. Take a look at the bottom left corner of your desk phone, it should read 1*### and match the number in the step above. 
12. If it does not match, click Add Extension 
13. In the Search box type in the 1*### number.
14. Check the box next to MIVB- and click OK. 
15. With the Soft Phone tab > Click Actions > Log on > Agents > click on your name  
16. Enter your voicemail PIN > Check Remember my PIN box (if the Remember my PIN is not displayed,  the profile has not been saved and is still a template – go to Step 3 and save the profile)  
17. Click Login
    
    Note: If your voicemail PIN does not work, you may need to go in to NuPoint and reset their voicemail password to 1234 – see instructions in Knowledgebase - If they try it a couple of times and it keeps requesting their PIN even though you have checked the Remember my PIN box, try changing it to 4321 (seems like there's some limit on the number of times they can use a PIN even though the vendor tried to remove that on the back end)

 To put yourself into Idle or Ready mode

1.  Within the Soft phone tab > Go to Actions > Click Remove Make Ready or click on the red button that is lit up next to the Make Busy option on your desk phone. 
2. This will move you into the Unavail column 

 

1. Test by logging off, closing the application and log back on.
   1. If prompted with: The current profile has been modified since it was last saved. Do you want to save it? click Yes. 

 

1. On your desktop, you should now have a shortcut called “your username” – Contact Center Client. 

Note: Do not pin the shortcut to your taskbar.

 

 

PROCEDURE COMPELTED.