This article explains how to add a Local Agent to a Queue. All the agent operations available are also described, including the permission to monitor queue calls and all agents calls, which was introduced in VoipNow 5.X.X.
Applies to VoipNow 5.X.X!
Any Phone Terminal extension can be a local agent for a particular queue. An extension can be a local agent for several queues at the same time.
To add a local agent to a Queue, open the management page of the Queue extension, click Queue Agents and then Add Local Agent.
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.
STEP 2: 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. 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.
STEP 3: 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.
STEP 4:upervisor checkbox. Once you assign this role, the Allow to monitor option which is available starting with VoipNow 5.X.X will be displayed.
STEP 5: 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).
STEP 6: Press OK when you're done.
All incoming calls from customers are kept in a queue and distributed to the logged-in local or remote agents, according to the call distribution algorithm defined in the Queue setup.
A local agent can do the following operations:
You can assign local agents with a Supervisor role at any time. Simply go to the Queue Agents Information table and click the icon in the Type table column. To revert the Supervisor to a simple local agent status, click the in the same column.
Local agents with a Supervisor role can: