Agents
📖 Introduction
Agents are extensions that can receive queue calls. Each agent has a status (available, on break, logged out) and can be assigned to multiple queues.
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🎯 Common Use Cases
| Agent Type | Queues Assigned | |
|---|---|---|
| General Support | Support, Billing | |
| Sales Rep | Sales | |
| Tier 2 Support | Support-Escalation | |
| Receptionist | Main, Support, Sales |
🖥️ Accessing the Module
Navigation:PBX → Call Center → Agents
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📝 Form Fields
| Field | Description | Example | |
|---|---|---|---|
| Name | Agent display name | John Smith | |
| Extension | Associated extension | 1001 | |
| Contact | How to reach agent | user/1001 | |
| Max No Answer | Missed calls before paused | 3 | |
| Wrap Up Time | Seconds after call | 10 | |
| Status | Current availability | Available | |
| Enabled | Agent is active | Yes |
Agent Statuses
| Status | Meaning | |
|---|---|---|
| Available | Ready to receive calls | |
| On Break | Temporarily unavailable | |
| Logged Out | Not receiving calls | |
| Busy | Currently on a call |
Queue Membership
Assign agent to one or more queues:
| Queue | Tier | Level | |
|---|---|---|---|
| Support Queue | 1 | 1 | |
| Sales Queue | 1 | 2 | |
| Billing Queue | 2 | 1 |
- Level: Priority within the tier
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🚀 Practical Example
Create Support Agent
| Field | Value | |
|---|---|---|
| Name | Jane Doe | |
| Extension | 1002 | |
| Max No Answer | 3 | |
| Wrap Up Time | 15 |
- Support Queue: Tier 1, Level 1
- Sales Queue: Tier 2, Level 1 (backup)
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💡 Tips
TIP
Use tiers for escalation: Tier 1 = primary agents, Tier 2 = backup.TIP
Set reasonable wrap-up time: 10-30 seconds for note-taking.---
🔗 Related Modules
- Queues — Where agents receive calls
- Extensions — Agent phone settings
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← Previous: Queues | Next: Priority Routing →