Agents
Agents are dynamic call center queue members who log in and out using codes configured in the PBX vertical codes system.
Agent management
- New record: Create a new agent
- Edit: Edit an existing agent
- Delete: Delete an agent
Agent properties
| Property | Description |
|---|---|
| Name | Agent identifier (no spaces) |
| Full name | Complete call center agent name |
| Agent number | Login number |
| PIN | Login PIN code |
| Auto logout | Inactivity timeout in seconds; 0 = disabled |
| Confirm before connection | Enables call acceptance confirmation |
| Wrap-up time | Pause (milliseconds) between call end and next connection |
| Modify CDR | Changes the source channel in the CDR record to the agent number |
| Note | Informational text field |
Login and logout
Agents log in by dialing the code (default *101) followed by the agent number and PIN code. Logout is done by dialing the logout code.
After logging in, the agent receives calls from all queues to which they are assigned.