Agents

Agents are the members or people who will take calls distributed to then by the Call Centre Queues.

The Edit Screen

The Agent edit screen, Change call centre agents, shows the setting for an Agent. Agents have Status and States. The Status is the general state of the agent set by Logging In or Logging Out, whilst States are dynamic and are updated by the system based on the progress of an agent in a call.

Agent Options

• Agent Name

  Name of the Agent. When adding Agents to a Queue, this is what describes the Agent.

• User

  Associates a system user with the call centre Agent

• Type

  Two types are supported, Callback and UUID Standby. Callback will try to reach the Agent via the contact fields value. UUID Standby will try to directly bridge the call using the Agent UUID.

• Call Timeout

  Length of time to ring the Agent before deeming them unavailable.

• Agent Id

  An ID that can be used to log the Agent in and out of the Call Centre.

• Agent PIN

  PIN to log the Agent into the call center. Not required if agent_authorized=true is set in the dialplan for *22.

• Contact

  A List/Edit to select which extension should be used to contact the Agent.

• Status

  Sets the default status for the Agent in the Call Centre

• No Answer Delay Time

  The time the system will wait to attempt a call to the Agent again if they did not answer within the Call Timeout time.

• Max No Answer

  Max number of attempts to call the Agent. For example, when set to 1, if the agent does not answer within the first Call Timeout, they will not get another chance to answer the call. If set to 2, the Agent will have two attempts to answer the call.

• Wrap Up Time

  The amount of time after a ending call before the Agent will be rung again.

• Reject Delay Time

  If an Agent rejects a call manually then this is the time to wait before a call is offered again.

• Busy Delay Time

  If the Agent is on Do Not Disturb, the time to wait before trying them again.