Adding an agent

Agents handle the calls in your Contact Center. Supervisors are agents with additional capabilities. Supervisors monitor calls between agents and callers.

Active agents are agents who are logged in to one skillset or a combination of skillsets.  For example: if Agent 1 is logged in to skillset 1, then one agent is active . If Agent 1 is logged in to skillset 1and skillset 2, then one agent is active. If Agent 1 and Agent 2 are logged into skillset 1 then 2 agents are active . If Agent 1, Agent 2, and Agent 3 are logged into skillset 1 then three agents are active.

If you want to add agents to your Contact Center, you must purchase and enable a keycode for the number of agents that you want to add. For how to enable a keycode refer to Enabling a keycode.

Note: When adding an agent, the Automatic Login feature does not appear. You must use the Change command in the Agent List to assign Automatic Login.

 

To add an agent

  1. Click the Contact Center heading.

  2. Click the Agent List link.

    The Agent List page appears.

  3. Click Add.

    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.

  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. Select Override Skillset Break Time if you want to configure the agent’s break time.
    The default is not selected.

  9. Select Not Ready Timeout if you want to be automatically placed back in the available state after a pre-configured timeout.
    The agent must first be in a Not Ready state before using this feature.

  10. Select Manual Not Ready Timeout if you want to manually place yourself back in the available state after a pre-configured timeout.

  11. Select Audible Not Ready Notification Interval if you want to extend the Not-Ready Timeout feature.
    The agent is notified, through the telephone set, when they are in the Not-Ready state.

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

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

  14. Select Record-a-call if you want to record an active call.
    If you want to change the record call setting, select Disabled, Announced, or Silent from the Record-a-call drop-down list. The default setting is Disabled.

  15. Select the Destination of the recorded call.
    An SFTP destination appears only if Intelligent Call Center (ICC) keycode is installed.
    SFTP destinations can be specified using Element Manager.
    When a system administrator defines an SFTP folder as a storage location on the network, these storage locations must be on an SCP server. The BCM50 supports OpenSSH 3.7.

  16. Click the Submit button.