Agent properties

Agent ID

Each agent is assigned a unique ID number. Contact Center assigns the lowest available ID number. You can assign a different ID number. Statistics are collected and reported for each ID number. For more information on statistics, refer to the Reporting for Contact Center Set Up and Operation Guide.

Name

The agent name can be a maximum of 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.

Automatic Login DN

Enter the DN to which the agent is automatically logged in.
With Automatic Login, you can configure agents to be automatically logged back in to Contact Center in the event of a system reboot during the business day. Agents, who are configured to be automatically logged in, are logged back in to the Contact Center when it restarts provided that the configured DN is available. For more information about Automatic Login, see the Automatic Login page.

Supervisor

Supervisor represents the status of the agent. Select the Supervisor check box if you want to assign supervisor status to the agent.

Supervisors can:

  • monitor calls between agents and callers

  • monitor the status of calls in the Contact Center

 

Automatic answer

Automatic Answer is optional.

Select Automatic Answer if you want to force-deliver calls to an agent. If Automatic Answer is enabled, the agent hears a tone that indicates that a call is delivered. The agent is automatically in the handsfree mode. It is important that agents use the Not Ready feature when they are not available to receive calls. If Automatic Answer is not enabled, calls ring at the agent's telephone and the agent must answer calls manually.

Override Skillset Break Time

The Override Skillset Break Time overrides the default skillset break time. You can configure each individual agent's break time. The time is set on an agent basis rather than on a skillset wide basis.

Not Ready Timeout

The Not Ready Timeout is for agents who have missed a call and been made busy.  You configure the not ready timeout setting to automatically place the agent in the available state after a preconfigured time out. After the administrator configured wait time, agents are automatically placed back into service. Agents still retain the flexibility to manually make themselves ready. You can configure the timeout for each agent and it will override the break time configured for the skillset.

Manual Not Ready Timeout

The Manual Not Ready Timeout feature forces agents back into service after the specified time. You configure the manual not ready timeout setting, so agents, using F908, can manually place themselves back in the available state after a preconfigured time out. Agents use F908 to give themselves a break from receiving calls. If this option is not set, agents can remain in F908 indefinitely.

Audible Not Ready Notification Interval

You configure the Audible Not Ready Notification Interval  so an audible tone plays at the agent's telephone set on a configurable interval as long as the agent is in the not ready state. The tone plays after the length of every interval.

For example, if the interval is ten seconds and the agent enters the not ready state then a tone is not played for ten seconds and then is played every ten seconds thereafter.

You must configure a not ready timeout for the agent to use the Audible Not Ready Timeout feature.

Missed Call Option

The Missed Call Option controls how a call is treated if an agent does not answer the call. Make Not Ready assigns an agent's telephone to respond as it does with the Not Ready feature enabled. Automatic Logout automatically logs an agent out of their skillset if they do not answer a call.

The default is Make Not Ready (Return to Skillset).

To assign how many rings before the Missed Call Option, change the timer for Transfer Callback Timeout.

  • If you use a Business Communications Manager system, refer to the BCM Administration Guide.

Activity Code Entry Type

Activity Code entry types are Prompted and Optional. If you select Prompted, the agent is prompted to enter Activity Codes on their telephone.

If you select Optional, an Activity Code session is not automatically displayed on the agent’s telephone, but they can press F907 and enter Activity Codes.

The agent can press F907 at any time during the active call. Prompted displays F907 after the call is disconnected, but Optional does not.

Optional is the default.

Record A Call

Lets subscribers use the Record A Call feature. With Record A Call (F989), you can record an active telephone call.

If you want to change the Record A Call setting, select Disabled, Announced, or Silent from the Record-a-call drop-down list. The default setting is Disabled.

The recorded message is placed in the subscriber’s mailbox. With appropriate setup, the call can also be placed as a .wav file in a network location. Before you activate Record A Call, ask the parties on the call for permission to record the call.

For more information about Record A Call, see the CallPilot Manager Set Up and Operation Guide or the CallPilot Reference Guide.

Max Message Length

Max Message Length is the maximum length of the recorded message.  The range is 1 to 60 minutes

Recorded Call Destination

This attribute appears only if Intelligent Call Center (ICC) keycode is installed.

Select where you want the recorded call to be stored: Personal Mailbox, Skillset Mailbox,  Mailbox, or SFTP destination.

If you want to add or change a network location where the Record-a-call will be recorded (as well as the subscriber mailbox), you need to specify the appropriate SFTP destination. SFTP destinations can be specified using Element Manager. From the Element Manager, click Configuration > Application > Voice Messaging/Contact Center to specify the SFTP destinations.

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 BCM supports OpenSSH 3.7.

BCM does not support secure file transfer protocol (SFTP) as element manager (EM) screens in Silent Record a Call (SRC) and Backup Restore Utility (BRU) indicate. Instead, the secure copy protocol (SCP) is supported. Therefore, wherever an SFTP server is required, a server supporting SCP should be setup instead. Additionally, all instances of the phrase “SFTP” in the EM should be taken to mean “SCP.”

In addition to these agent properties, you assign agents a priority.