Equipment -> Agents

Agents are telephone system users that "log in and out" of handsets, normally for call centre operation. Generally speaking, the Telephony server will track the status of agents (on supported telephone systems) and mirror any calls that take place at the underlying extension to the agent as well. This means that desktop users can log in as the agent number instead of the extension number, if they wish. Call centre operation requires an additional license to use (this feature is telephone system specific).

This page contains the same options as the identically titled page in the installation wizard.

Agents window

Add button

To add an agent manually, click this button.

Edit button

The agents that have already been created can be administered from this page by selecting them in the list and clicking the 'Edit' button.

Agents record

When editing an agent, the following settings are available:

Number - This is the number the agent can be reached on.
Name - This is used to label the agent. This is typically the name of the user of the agent.
Department - This is used to assign the agent to a department.
DID Number - This is used to assist the Telephony service when calculating the destination of direct inbound calls. Enter any value as presented by the network provider (normally the last 4-6 digits) if DID calls do not appear to be correctly associated with the relevant device.
Use name from telephone system - Checking this box will allow the software to automatically use any new name given to an agent when the telephone system is re-programmed.
Hide status - Do not show agents with this value set on the 'Presence' window.
Do not monitor - This is set when you want to ignore telephony activity for this agent.

Remove button

To delete an agent, select it from the list and click on the 'Remove' button.

Search

You can search for listed agents by entering text into the 'Search' box. The search function looks through the information in the item list.