Create Agents

What are Agents?

Agents are the users in the system who handle the customer interactions in different channels. You will give the agents access to different channels, accounts and queues depending on their areas of expertise. You can also add agents to Teams to handle permissions more efficiently.

How to create an Agent

To create a new Agent click Staff -> Agents in the left menu:

Click the plus in the bottom right corner:

Fill out the different fields:

Full Name: The Agents full name

Username: The agents username (note that you should only use lowercase letters).

Alias: The alias can e.g. be shown in dashboards/reports instead of the username.

Typology: WebRTC is recommended in almost all cases.

Email: Email address

Password: Set a password (the password will be changed by the agent the first time they log in)

Confirm Password: Type the same password again

Auto generate internal number: By default, an internal number (Extension) associated to the User is automatically generated. If you like, you can manually specify the internal number you want to assign to the user extension during the user creation switching the Auto Generate off.

Description: Optional but good to add working title or areas of expertise.

Voicemail: You can enable Voicemail to automatically create a voicemail box for the agent.

Then click Add Agent:

To edit the Agent, click the three dots to the right of the agent, and then Edit Agent:

To edit permissions etc. click the three dots to the right on the agent and Edit Agent

Account

• Personal Info
  Edit and modify the general information (except for the Username).
  You can also enable Log In Pause to automatically pause the agent when they log in, meaning they won't receive any interactions until they manually stop they're pause.

• Security Suite
  This section can be left as is in most cases.
  

  • the last Agent's password reset time and date. This value is shown only if the Security Suite feature is enabled in the global Admin Settings

  • Disabled: click to disable the User Account (this action can be reverted, switching the toggle off)

  • Locked:  if the Agent's account has been automatically locked out after a number of failed login attempts, switch this toggle off to manually unlock it (this only happens if this automation has been configured by the administrator for all users and agents of the system in the General Settings).

  • Mask Sensitive Data: select this option if you want the Agent not to see the personal data of the Contacts, such as the telephone number, the Name and the Email address

• Authentication
  If you want to activate SSO with Azure AD, read >this article<.

• Change Avatar
  If you want to change the User Avatar click upload and select the image file (Only PNG and JPG formats - max 8MB).

Voice

In most cases this section can be left as it is. 

In the Voice Section you can change parameters related to an agent's SIP client settings:

• Host: Insert Host IP (for fixed IP access only) or dynamic (for dynamic access) for SIP registration.

• NAT: This variable changes the behaviour of Asterisk for Agent's access behind a firewall. Choose a value among the following: yes, no, force_rport, comedia, never, route.

• Type: Can be Friend for most cases.
  This field defines the role of SIP within Asterisk, so the relationship between agent and outbound provider. Insert a value among User (used to identify incoming calls), Peer (for outgoing calls) or Friend (which covers both User and Peer).

• Allowed Codecs: Audio Codecs to be used during the call. Choose a value from the list: ulaw, alaw, gsm, g722, g729, opus.
  Please note that codec g729 is not compatible with Phonebar and WebRTC.  

• Caller ID: The default caller id shown to call recipients.

• Context: This value defines the Agent context (default and recommended value=from-sip).

• Call Group: Defines the Agent's call group. 

• Pickup Group: Defines the Agent's pickup group

• Chanspy If enabled the agent can be spied on by another agent, so other agents can listen in on calls. Read more about Chanspy >here<.

• Video support: Here you can indicate if your trunk supports stream video.

• Record calls to user extension: Allow the Agent who gets a call to be recorded automatically. If this is enabled internal calls will be recorded (default=Inactive; other choices: waw, waw49, gsm).

Other Channels

• Capacity: Set the Channel Capacity (the maximum number of concurrent channel interactions per agent). When the maximum number of interactions is reached, the Agent cannot receive any further interaction on the same channel: all the interactions already managed before (e.g.chat/mail/SMS interactions follow up) will be passed to the agent anyway (if available, otherwise they will follow the action flow).
• Auto answer: Enable/disable the auto answer for the Agent selected. The interaction will be automatically assigned to the Agent, meaning they don't receive a notification which they can accept/reject. You can also set the answer delay in seconds.

In most cases this section can be left as it is. Contact Connectel Helpdesk for help with logging if experiencing any issues.

Icons explained from the left:

• Add agent to a channel queue by clicking on the icon and one of the channels:You can also add an agent to a queue by following the steps in >this guide< (Voice Queue guide).
• Add agent to a Team. You can also add an agent to a team by following the steps in >this guide<.
• Reset the agents password