Add Agent
The Add Agent page is accessed by clicking the Add Agent button on the Agents page. It allows you to assign existing users or extensions as call centre agents and configure their initial settings.
Select Users to Add as Agents
A list of available users/extensions is displayed on the left.
Select one or more users using the Shift key and scroll to view all entries.
Selected users will appear under the Added Agents list on the right.
Agent Configuration Options
For each agent, you can configure the following parameters:
Agent Status
Defines the agent's general availability:
Logged Out: Cannot receive queue calls.
Available: Ready to receive queue calls.
Available (On Demand): Will be set to Idle after the current call (not automatically to Waiting).
On Break: Logged in but temporarily unavailable for queue calls.
Agent State
Represents the agent’s real-time position in the call handling process:
Idle: Not engaged in calls or waiting.
Waiting: Ready to receive incoming queue calls.
Receiving: Currently being offered a queue call.
In a Queue Call: Actively on a queue call.
Advanced Agent Settings
Leg Timeout (Default: 30 sec): The duration of the call which will ring at the agent’s extension.
Max No. of Answers (Default: 0): If the agent fails to answer this number of calls, their status is automatically set to On Break.
Wrap-Up Time (Default: 20 sec): Time allotted after a call ends before the agent becomes available again, allowing for post-call tasks.
Reject Delay Time (Default: 60 sec): If the agent manually rejects a call, the system waits this long before attempting to call them again.
Busy Delay Time (Default: 60 sec): If the agent is marked as Do Not Disturb, the system will retry after this duration.
No Answer Delay Time (Default: 30 sec): If the agent doesn’t answer a call, this delay is observed before another attempt is made.
Final Actions
Create: Adds the selected agents with the configured settings.
Cancel: Discards all changes and returns to the Agents page.
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