Adding many agents

You can save time by adding more than one agent at a time. When you add multiple agents, the agents have the default agent name and properties.

 

To add more than one agent

  1. Click the Contact Center heading.

  2. Click the Agent List link.
    The Agent List page appears.

  3. Click the Add Many Agents button.
    The Add Many Agents page appears

  4. In the From box type the lowest agent ID number of the agents you want to create.

  5. In the To box type the highest agent ID number of the agents you want to create.

    The agent ID numbers you enter must be between 1 and 250.

  6. Select the Supervisor check box if you want the agents to have supervisor status.

  7. Select the Automatic Answer check box if you want calls to be force-delivered to the agents.

  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 Prompted or Optional. 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.

Any agents who have an agent ID number that is between the numbers you enter in the From and To boxes are not changed. These agents are not included in the number of agents added.