| Product Category | Internal Systems |
|---|---|
| Product Family | TFTP Toolkit |
| Trouble Type | Adding ACD Keys |
| Support Tier | Triage |
| Last Updated | 10/08/2018 |
THIS MOP DOES NOT WORK ON DMS PHONES (XX1 MODELS)
Information to Gather: You will need the user's ID, and their enterprise number.
Note: You Should already have the enterprise number handy from asking for the name of the company they are calling from and filling out the ticket in ICD.
If you are on a call: To gather the user's ID ask for the user's location in the enterprise, and either their name or extension.
Look up the User's ID in OSSmosis 5 (Link to a MOP about finding a user ID in OSSmosis 5)
While you are there, take note of the user's phone model. If it is a VVX 300/400/500 follow the steps below.
If it is a VVX 301/401/501, escalate the ticket to Ticketing.
If this is a ticket that was opened: Look for the user's name, extension, or DID in the ticket. If that information is not there, call out to the contact of the ticket and gather that information.
Look up the User's ID in OSSmosis 5 (Link to a MOP about finding a user ID in OSSmosis 5)
While you are there, take note of the user's phone model. If it is a VVX 300/400/500 follow the steps below.
If it is a VVX 301/401/501, escalate the ticket to Ticketing.
Navigate to Clearlogin, and click on the TFTP Toolkit icon.
Once there, Highlight the ADD FEATURE menu option, and click on ACD keys
Type in the Customer's enterprise number in the Customer Directory field, and the User's ID in the Mac Address/User Ids field.
Click the Add ACD Key button
You should be prompted with a message saying "The ACD button has been added to (MAC Address).cfg" as seen on the left.
If you get a message saying similar to the one on the left, tell the user the ACD keys have already been added, and they need to reboot their phone.
If they reboot their and the ACD keys still do not show up escalate the ticket.