This page contains instructions on how to add a remote agent to a queue.


Any Phone terminal extension can be a remote agent in a queue. Remote users can connect as agents to a queue, but they cannot be queue supervisors.

Add agent

To add a remote agent:

  1. From the queue context access Queue AgentsAdd Remote Agent.
  2. Fill in the following information in the Add Remote Agent pop-up window.
  3. To save settings, click OK. To close the panel without adding the agent, click Cancel.
  4. The remote agent will have to call a Queue login center extension, dial the AgentID followed by the # key and the login PIN of the queue he wishes to connect to.
  5. If the authentication is successful, the remote agent will be logged in to the queue and will behave like a local agent.

How remote agents work

Manage queue agents

Agent status