> For the complete documentation index, see [llms.txt](https://docs.cebodtelecom.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.cebodtelecom.com/new/manage-phone-system/call-center/agents/add-agent.md).

# 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.

<figure><img src="/files/PWhreDD7wLnkkXcTe0x1" alt=""><figcaption></figcaption></figure>

#### 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.