PBXware 5.3 Agents

From Bicom Systems Wiki

Agents

Queue agents are virtual system extensions. Agents log in to the queue member list and answer queue calls. The advantage of this system is that any system extension can login to the queue as an agent. This screen lists all system agents with the following details





Agents

Agents
  • Agent
Agent's full name
(ex. Sergej)
(Display)
  • Number
Agent's number which is provided when the agent logs into the queue
(ex. 1000)
  • Login Type
Type of login the agent is using
(ex. Callback or Dynamic)
(Display)
  • Wrap Up Time [s]
Pause time in seconds, given to the queue agent before a new call is transferred to his extension

([0-9])

  • 5.0.edit.png Edits Queue Agent configuration
(ex. Click to edit Agent configuration)
(Button)
  • 5.0.delete.png Deletes Queue Agent from the system
(ex. Click to delete Queue Agent from the system)
(Button)

Search

Agents
  • Search
Enter the agent number or name for which you want to search.

Add/Edit Agent

Add/Edit Agent
  • Name:
Queue agent name, used only for easier navigation
(ex. John)
([a-z])
  • Surname:
Queue agent surname, used only for easier navigation
(ex. Smith)
([a-z])
  • Number:
The queue agent network number is provided by the agent when logging into a queue
(ex. 4010)
([0-9])
  • Login Type:
Type of login the agent will use
Example:
  • Callback or Dynamic
  • Only Callback
  • Only Dynamic
(Select box)

Types of Queue Members

Any queue can have 3 types of queue members with two additional variations of agent types. They can be: extensions, dynamic agents, or callback agents. Additionally, agents can be configured to choose whether they will be Dynamic or Callback and if they will auto login to the queue.

1.Extension - Member

If the queue for which the extension is added has the Static Member Login option turned on, the extension will have to login using the *200 access code before it will receive any calls from the queue. To log out of the queue extension, the agent will have to use the *201 access code.

If the Static Member Login option is not turned on, this member will always receive queue calls after it is added to the queues members list.

2.Dynamic Agents

This type of queue member can log in to a designated queue from any UAD on the network with access code *202. After the agent is logged on, the queue will start sending calls to the agent.

NOTE: The dynamic agent is "on call" all the time, meaning the agent's line is always open and receiving calls. Every time a caller hangs up, the agent hears the MoH and then receives the next call when it arrives. The dynamic agent logs out of the queue by hanging up the line. The agent MUST be created in the 'Agents' menu and assigned to the queue in question.

3.Callback Agents

This type of agent can login to a designated queue by dialing into one of the system extensions with access code *203. By default, the system will prompt for: AGENT NUMBER, AGENT PIN, and THE NUMBER where the agent is currently at. This number could be a local extension or some other remote destination

NOTE: The agent MUST be created in the 'Agents' menu and assigned to the queue in question. The callback agent must logout with *203 to stop receiving calls

Agents have two more type options to choose from:

1. Callback or Dynamic Agents

This type of agent is left with the choice of whether it will use the *202 access code and be a dynamic agent or the *203 access code and be callback agent.

2. Auto Login (Callback)

An agent of this type is actually a callback agent which the system will automatically log in to the queue as soon as it is added to the queue. For this to work, this agent needs to bind to an extension to which the system will send the calls.

  • PIN Required:
Whether the PIN is required when logging this agent in
(ex. Select Yes if you want the system to ask you to provide a PIN number to be able to log in using this agent)
(Option button)
  • PIN:
Queue agent PIN number provided by the agent when logging into the queue
(ex. 6583)
([0-9])
  • Bind to Extension:
Whether the system will bind the current agent to the extension specified in the Extension field.
(ex. Set this to Yes if you want the system to allow logins to this agent only from the extension supplied in the Extension field)
(Option button)
  • Extension:
Supply the extension from which the system will only allow logins to the current agent
(ex. Set 1543, for example, to limit logins to current agent only from extension 1543)
([0-9])
  • Wrap Up Time [ms]
Pause in milliseconds given to the queue agent before a new call is transferred to his extension.
NOTE: This optional number is set for the current Agent and overrides the value in Settings: General
(ex. 4000 = 4 sec)
  • URL list:
A new line-separated list of URLs that will open every time an agent opens the Bicom Systems AgentCOM application. NOTE: AgentCOM desktop app is deprecated and it is not supported anymore. Customers that are still using it will not be able to get any support on it.
(ex. www.google.com)
([a-z][0-9])
  • Member of:
Groups that the queue agent belongs to
(ex. By assigning an agent to multiple groups, the agent can log in to multiple queues with a single agent login. Use CTRL + mouse click to select/unselect groups)
(Select box)

TIP

If you are updating from an earlier version of PBXware, agents in the system might not work. In that case, you need to re-save every agent in the system. This is needed because there are significant configuration changes in latest versions of PBXware.

Groups

To enable easier login into multiple queues, agents can be organized into groups.

This way, many agents can be added to a queue member list with a single click (by adding agent group instead of agents one by one). Also, when any system extension logs in as a queue member, it logs in automatically to all queues that the agent is a member of.

Agent Groups
  • Group:
Queue group number
(ex. 2000)
(Display)
  • edit.png Edits the queue group configuration
(ex. Click to edit the queue group configuration)
(Button)
  • delete.png Deletes a queue group from the system
(ex. Click to delete a queue group from the system)
(Button)

Add/Edit Group

Add Edit Group
  • Group Name:
Unique network group identifier
(ex. Adding 'Sales' here will create a 'Sales' group. Select this group under 'Agents: Member of' to assign the user to this group).
([a-z] [0-9])

Pause Reasons

Pause Reasons

In PBXware version 4.0 we introduce the Pause Reason feature. When an Agent needs to stop receiving calls from a queue(s), but does not want to log out of the queue(s), they can pause. They will stop receiving queue calls until they un-pause, but will still be reported as logged in to the queue(s). In addition, the agent can provide a pause reason code to indicate the reason they are currently paused. This reason code is logged with their pause event.

Add Pause Reason

Add/Edit Pause Reason

gloCOM Pause Reason
  • Name:
Name of pause reason.
(ex. Lunch break)
  • Code:
Short code for pause reason.
(ex. 123)
  • Description
Short description of pause reason.
(ex. Went out for lunch break)
  • Billable
Whether a pause will be billed to an agent.
(Yes/No/N/A)
  • Payable
Whether a pause is payed to an agent.
(Yes/No/N/A)


In order to enable/disable this feature, the agent should dial the *204 access code and type the code for their pause reason. In Monitor->Queues you can see that if an agent is on pause and their pause reason. In gloCOM Agent Edition, the agent can use this feature by clicking the pause button next to the agent number. By choosing the appropriate pause reason, the agent will be paused.

Settings

General

5-0-agents settings.png
  • Wrap-up time [ms]
Define a pause in milliseconds given to the Queue Agent before a new call is transferred to his/her Extension
(E.g. Agent Smith ends a Queue call. A pause in ms is enforced so the Agent can prepare himself/herself for a new call.)
([0-9])
NOTE: The default is 5000 ms (5 seconds).
  • Music On Hold
Set the Music On Hold class played to Queue Agents
(E.g. Select 'Default' to play all of the sound files located in that class to the Queue Agent who is waiting for new calls.)
(Select box)
  • Custom Beep
Set the sound file name that is to be played to the Queue Agent before a call is transferred to him/her from the Queue
(E.g. Type 'arlington' to play the arlington.gsm sound file to the Queue Agent)
([a-z][0-9])

Login/Logoff Options

NOTE: Please note that in order for the 'Dynamic Auto Logoff' option to work, the following fields have to be set as suggested:

1. The 'Auto Logoff' option has to be enabled.
2. The 'Dynamic Auto Logoff' option has to be populated with a certain number of seconds.
3. The 'Acknowledge CL' option has to be set to 'On'.


  • Auto Logoff [sec]
Turn on or off the 'Auto Logoff' option
(E.g. On/Off)
(Select box)
  • Dynamic Auto Logoff [sec]
Set a number of seconds of inactivity after which an Agent will be dynamically logged off
([0-9])
(E.g. 60)
  • Auto Pause
Define whether to turn 'Auto Pause' on/off for an Agent in a Queue
(E.g. On/Off)
(Select box)
  • Acknowledge CL
Select whether to require Agents that are logged in through 'Agent Callback' to dial '#' to confirm their input
(ex. If set to 'On', once an Agent dials *203, s(he) is asked to provide an Extension number and acknowledge it by dialing '#'. After the correct Extension number is provided, the Agent is asked for the account password, and to acknowledge it, s(he) can again dial '#').
(E.g. On/Off)
(Select box)
  • Max. Login Retries
Define the number of times that the Agent can try to log in before s(he) receives a notification that the attempts have failed
(E.g. 3)
([0-9])
  • End Call with *:
Enable or disable an Agent to end a call with '*'
(E.g. On/Off)
(Select box)

Outdial Options

  • Enable outdial
Enable or disable outdial
(E.g. On/Off)
(Select box)
  • DTMF for dialing out
Assign DTMF to dial out
(E.g. *)
([a-z][0-9])
NOTE: The default DTMF is *.

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