...
Any Phone Terminal extension can be a local agent for a particular queue . An provided that it belongs to the same Organization. What's more, an extension can be a local agent for several queues at the same time.
...
Fill in the short form following the explanations below.
STEP 1:
- From the Enroll agent drop-down list, select the the Phone Terminal extension you want to add as Local Agent.
...
- Up next is the Penalty drop-down list, which describes the agents' availability to take queue calls. This setting plays an important role in the call distribution algorithm. The level of availability is described by a Penalty range that goes from 0 to 100, where 0 is the highest level. If you select a smaller penalty level for your agent, he/she will be distributed a higher number of calls compared to the other agents. If you want the agent to take most of the calls, you need to set his/her Penalty level to 0.
...
- The Require authorization to connect to queue is not a mandatory setting. This is a password authentication login, which requires the agent to dial a PIN code in order to be connected to the queue. If you enable this condition, you will have to re-enter the code in the Queue login PIN and Confirm queue login PIN fields.
...
- You can allow this agent to supervise other agents. For that, you need to select the Supervisor checkbox. Once you assign this role, the Allow to monitor option which is available starting with VoipNow 5.X.X will be displayed.
...
- Local agents with a Supervisor role can monitor other calls. So, from the Allow to monitor drop-down list, you need to select either the Queue calls or All agents calls (both incoming and outgoing).
...
- Press OK when you're done.
How does a local agent handle queue calls
...
Except where otherwise noted, content in this space is licensed under a Creative Commons Attribution 4.0 International.