Adding an agent

Agents handle the calls in your call center. Supervisors are agents with additional capabilities. Supervisors can change their own password and monitor calls between agents and callers.

If you use Professional Call Center, and you want to add additional agents to your Call Center you must purchase and enable a Software Authorization Code for the number of agents that you want to add. The number of agents you can add to your Call Center is determined by the number of agents the Software Authorization Code enables. For how to enable a Software Authorization Code refer to Enabling a software authorization code.

 

To add an agent

  1. Click the Call Center heading.

  2. Click the Agent List link.

    The Agent List page appears.

  3. Click the Add button.

    The Add Agent page appears.

  4. If you want to change the agent ID number, in the Agent ID box type the new agent ID.

  5. In the Name box type the name of the agent.

    The name can be up to 13 characters. If you do not enter a name, a default agent name appears as the word Agent and the ID number, for example, Agent12. Do not create agent names that have the same first seven characters. If you use Call Center Reporting, it truncates the agent name after the first seven characters and your agent names appear identical.

  6. Select the Supervisor check box if you want to give the agent supervisor functionality.

    The default is not selected.

  7. Select the Automatic Answer check box if you want calls to be force-delivered to the agent. The default is not selected.

  8. From the Missed Call Option list box select Make Not Ready (Return to Skillset) or Automatic Logout.

  9. If you use Professional Call Center, from the Accepted Call Types list box select Voice, Multimedia or Both.

    If you do not have Multimedia Call Center enabled, Accepted Call Types does not appear.

  10. If you use Basic Call Center, from the Priority list box select a priority.

  11. If you use Activity Codes, from the Activity Code Entry Type list box select Optional or Prompted. The default is Optional.

  12. Click the Submit button.