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How to Add Call Center Agents


Adding Call Center Agents in Your Cloud Phone System

Having dedicated agents is pivotal for efficient call management and improving your customer service experience. This guide will walk you through the process of adding Call Center Agents in the Cloud Phone System.

Step 1: Navigate to the 'Agents' Section

Begin by navigating to the “Applications” menu of your Cloud Phone System. Click on “Call Center” and then select “Agents” at the top right. 

Step 2: Adding a New Agent

To add a new agent, click the “Add” button on the top right of the “Agents” section. This will prompt you to enter some essential details.

Now, let’s delve into the key fields you will need to fill out when adding a Call Center Agent:

  • Agent Name: This is the name of the agent that you’ll see when adding them to the Call Center.
  • Type: Choose between “callback” or “uuid-standby.” Callback will try to reach the agent via the contact field’s value, while uuid-standby will try to directly bridge the call using the agent’s UUID.
  • Call Timeout: This is the time to ring the agent before considering them unavailable.
  • Username: Associate a system user with this call center agent.
  • Agent ID: This is a unique identifier that the agent will use to log in and out of the call center.
  • Agent Password: You can set a password for the agent to use upon login. Alternatively, if you don’t want to require a PIN for login, add the setting agent_authorized=true to the dialplan for *22.
  • Contact: If you want to enable Follow Me or Call Forwarding for an agent, set the “Contact” field to loopback/<extension>.
  • Status: Set the default status of the agent in the call center.
  • No Answer Delay Time: The time the system will wait to attempt another call to the agent if they did not answer within the Call Timeout.
  • Max No Answer: The maximum 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.
  • Wrap Up Time: The amount of time between calls the agent will be allocated.
  • Reject Delay Time: If an agent rejects a call manually, this is the time to wait before offering them another call.
  • Busy Delay Time: If the agent is on Do Not Disturb, wait this defined time before trying them again.
  • Recording: Set to True to False. 

Once you have filled out all the necessary fields, remember to save your settings. This will ensure that all the information entered is stored correctly in the system.

Adding Call Center Agents allows you to manage your team effectively, ensuring that incoming calls are handled efficiently. This ultimately enhances your customer service experience. So start adding your Call Center Agents to your Cloud Phone System today

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