Agents

Agents are virtual system extensions. Agents login to agentpool and can be added as queue/campaign members or act independently. This screen lists all system agents with the following details.

Add/Edit Agents

Agent

• Name: Enter the name of an Agent. (E.g., John)

NOTE: This is used only for more straightforward navigation.

• Surname: Enter the surname of an Agent. (E.g., Smith)

NOTE: This is used only for more straightforward navigation.

• Number: Enter the system's Agent number. (E.g., 1000)

NOTE: This field is automatically populated by default, but it can be changed if necessary. For example, setting '1008' here will create a new Agent with the same network number. Please note that the Agent number must be unique.

NOTE: Users can create a new Agent where the number would be automatically assigned, or they should enter a 4-digit number. If this number is already reserved, the system will notify a user via warning message: "Number 1234 is already reserved by (Agent) 'ABC'." and fill this field automatically with the first available number.

Login Options

• Login Type: Select one of the login types from the drop-down menu (E.g., Callback or Dynamic/Only Callback/Only Dynamic)

NOTE: Please note that an Agent cannot be deleted while logged in. If deleted, a warning message will be displayed.

Types of Agents

Agents can select whether they will be 'Dynamic' or 'Callback'.

• Dynamic Agents: This type of Agent can log in to a system from any UAD network with the access code *202.

NOTE: Please be notified that Dynamic Agent will be deprecated in the upcoming version. Therefore, moving from 'Dynamic Agent' to 'Callback Agent' is highly recommended. The 'Auto Answer' settings can be utilized to answer calls automatically.

The ‘Dynamic Agent’ functionality will be deprecated in the 6.6 version. Therefore, it still can be used on systems for the 6.5 version, but any newly added feature for 6.5 may not be functional for Dynamic Agents.

NOTE: The Dynamic Agent is "on a call" all the time, meaning that the Agent's line is always open and receiving calls. Every time a caller hangs up, the Agent hears MoH and gets the next call when it arrives. The Dynamic Agent logs out by hanging up the line. Please note that the Agent has to be created in the 'Agents' section.

• Callback Agents: This type of Agent can log in to a system by dialing into one system Extensions with the access code *203. By default, the system will prompt for the Agent number, Agent PIN, and the Number where the Agent is currently. This number could be a local Extension or some other remote Destination.

NOTE: The Agent has to be created in the 'Agents' menu. The Callback Agent must log out with '*203' to stop receiving calls.

Apart from the two options mentioned above, Agents can select one of the following:

• Callback or Dynamic Agents: This type of Agent is left with the choice of whether s(he) will use the '*202' access code and be a Dynamic Agent or use the '*203' access code and be a Callback Agent.

• Auto Login (Callback): This type of Agent is a Callback Agent that the system will automatically log in to the Queue/Campaign as soon as s(he) is added to the Queue/Campaign. For this to work, this Agent needs to bind to an Extension to which the system will send the calls.

• PIN Required: Please select whether the Agent will be required to enter their PIN when logging in. (E.g., Yes/No)

• PIN: Enter the Agent PIN provided by the Agent when logging in. (E.g., 6583)

• Bind to Extension: Select whether the system will bind this Agent to the Extension specified in the 'Extension' field. (E.g., Set to 'Yes' if you want the system to allow logins for this Agent only from the Extension entered in the 'Extension' field)

• Extension: Enter the Extension from which the system will only allow logins for this Agent. (E.g., Set '1543' to limit logins for this Agent only from the '15432' Extension)

Direct in

• Ring Time (sec): This option allows users to set ringing time for ‘Direct In’ calls. (E.g., 32 Sec)

• Allow Calls when Paused: When this option is set to ‘Yes’, users should be able to call an Agent in the ‘Pause’ state. (E.g., On/Off)

• Allow Calls when Busy: When this option is set to ‘Yes’, users should be able to call an Agent already on call/busy. (E.g., On/Off)

• Busy Destination: Direct in busy destination will let users redirect a call to another destination if the Agent is busy. (E.g., Miley Garrett)

• Is Voicemail: This option will dial the Voicemail of the destination. (E.g., On/Off)

Settings

• Wrap Up Time (sec): Set a pause in seconds given to the Agent before a new call is transferred to their Extension. (E.g., 5)

NOTE: This optional number is set for this Agent and overrides the value in 'Settings' → 'General' .

• Member of: Enter the groups that this Agent belongs to. (E.g., Group1, Group2)

NOTE: By assigning an Agent to multiple groups, the Agent can log in to various Queues or Campaigns with a single Agent login. Use 'CTRL' + the mouse clicks to select/unselect groups.)

TIP: If updating from an earlier version of PBXware to a newer one, Agents in the system might not work. In that case, users need to re-save every Agent on the system. This is required because there are significant configuration changes in the latest versions of PBXware.

Agent Groups

Agents can be organized into groups to enable easier login into multiple queues and campaigns.

This way, many agents can be added to a list with a single click (by adding agent groups instead of agents one by one). Also, when any system extension logs in as a queue or campaign member, it logs in automatically to all queues and campaigns that the agent is a member of.

Add/Edit Group

• Group Name: Unique network group identifier. (E.g., Group 1)

• Agents: You can select multiple agents to be members of this group. Any changes made in this field for existing groups will automatically apply to the Queue/Campaign where this group was added. (E.g., Adding 'Sales' here will create a 'Sales' group. You can add members of this group using the Agents field or selecting this group under 'Agents: Member of' to assign the user to this group)

NOTE: To ensure easier organization, users can now see the number of Agents present in each Group13-agents-6-agentgroupsnum.png and edit the Group accordingly to their needs by clicking the Edit button. If any changes are made to Agent Groups, they are also immediately applied to Queues and Campaigns where this Group is used.

Furthermore, users can now see all Agents inside one Agent Group and have the choice to remove or add Agents to the Group, as presented here.

Pause Reasons

When an Agent needs to stop receiving calls but does not want to log off, they can pause. They will stop receiving calls until they unpause.

NOTE: When it comes to outbound calls, an Agent can make an outbound call while paused, but please note that the Agent Pause Statistics will be affected. Commonly, when an Agent goes on a pause, the report displays one pause. However, if an Agent makes an outbound call while paused, the report will display one additional pause for every outbound call made in this case.

In addition, the Agent can provide a pause reason code to indicate the reason for being on pause. This reason code is logged with their pause event.

To enable/disable this feature, the Agent should dial the *204 access code and type the code for their Pause Reason.

Add/Edit Pause Reason

• Name: Set a name of a Pause Reason. (E.g., Lunch break)

• Code: Enter a short code of a Pause Reason. (E.g., 123)

• Description: Provide a short description of a Pause Reason (E.g., Went out for lunch break)

• Billable: Define whether a pause will be billed to an Agent (E.g., Yes/No/Not Set)

• Payable: Define whether a pause is paid to an Agent (E.g., Yes/No/Not Set)

NOTE: Users can see if the Agent is on pause and their pause reason in the 'Monitor' section under 'Queues'.

NOTE: In Communicator Agent Edition, the Agent can use this feature by clicking the pause button next to the Agent number. By choosing the right pause reason, the Agent will be paused.

Project Codes

An agent can now make a direct outcall and associate it with Project defined on the server. Each Project can have a different Caller Id, so when the agent dials with that project, it will use a caller id predefined.

Add/Edit Project Code

• Name: Project code name, used only for more straightforward navigation. (E.g., Marketing)

• Code: A number that uniquely identifies the project. It cannot be changed on edit. (E.g., 555)

• CallerID: Each Project can have a defined different Caller Id, so when the agent dials with that project, it will use a caller id predefined. (E.g., John Doe(1000))

Settings

General

• Wrap-up time (sec): Define a pause in seconds given to the Agent before a new call is transferred to their Extension. (E.g., Agent Smith ends a Queue call. A pause in seconds is enforced so the Agent can prepare them self for a new call.)

• Max. Login Retries: Define the number of times the Agent can try to log in before s(he) receives a notification that the attempts have failed. (E.g., 3)

• Unanswered Action: Select 'Auto Logoff' or 'Auto Pause' for an Agent in a Queue. (E.g., Auto Pause)

Direct In

With this option, the user would be able to set up separate ring times for Agent 'Direct In' calls, and also would be able to set the last Destination once the ring time is reached. Additionally, the user could select the Destination where the Caller will be routed if the Agent is paused/out.

• • Ring Time (sec): This option allows users to set ringing time for ‘Direct In’ calls. (E.g., 25 Sec)

  • Allow Calls when Paused: When this option is set to ‘Yes’, users should be able to call an Agent in the ‘Pause’ state. (E.g., On/Off)

  • Allow Calls when Busy: When this option is set to ‘Yes’, users should be able to call an Agent already on call/busy. (E.g., On/Off)

  • Busy Destination: Direct in busy destination will let users redirect a call to another destination if the Agent is busy. (E.g., Hermione Spencer)

  • Is Voicemail: This option will dial the Voicemail of the destination. (E.g., On/Off)

NOTE: Dispositions from ‘General’ settings will not override configurations from ‘Agents’ settings. Therefore, they will be considered a ‘Default’ state if a subsidiary configuration is not set on ‘Agents’ settings.

Dynamic Agent Options

• Music On Hold: Set the Music On Hold class played to Agents (E.g., Select 'Default' to play all of the sound files located in that class to the Agent who is waiting for new calls)

• Custom Beep: Set the sound file name to be played to the Agent before a call is transferred to them from the Queue. (E.g., Type 'arlington' to play the arlington.gsm sound file to the Agent)

• Enable outdial: Select whether to enable or disable outdial. (E.g., On/Off)

• DTMF for dialing out: Assign DTMF to dial out. (E.g., *)

NOTE: The default DTMF is *.

• End Call with *: Enable or disable an Agent to end a call with '*'. (E.g., On/Off)

Statistics Options

• Direct out effective calls duration (min): Set a duration of a call in minutes that can be reported as an effective outgoing call. (E.g., 2)

NOTE: Users can find this information under the Agent 'Direct out' report.

• Direct-in effective calls duration (min): Set a duration of a call in minutes that can be reported as an effective incoming call. (E.g., 2)

NOTE: Users can find this information under the Agent 'Direct in' report.