Agents (Call Center) Module Documentation

Table of Contents

1. Module Overview (Technical)
2. Module Overview (Commercial/Business)
3. Module Overview (End User/Administrator)
4. Configuration Fields Reference
5. Agent States & Transitions
6. Queue Membership
7. Common Scenarios & Examples
8. Model Context Protocol (MCP) AI Integration
9. Limitations & Important Notes
10. Troubleshooting Tips
11. Glossary

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1. Module Overview (Technical)

What Are Agents?

Agents are call center operators who handle calls from queues. Each agent is linked to an extension and can log in/out of queues, pause for breaks, and have configurable timeouts and wrap-up times.

Architecture

┌─────────────────────────────────────────────────────────────────┐
│                    Agent System                                 │
├─────────────────────────────────────────────────────────────────┤
│                                                                 │
│  ┌───────────────────────────────────────────────────────────┐  │
│  │                      Agent                                │  │
│  │              Name: "John Smith"                           │  │
│  │              Extension: 101                               │  │
│  │              Status: Available                            │  │
│  ├───────────────────────────────────────────────────────────┤  │
│  │                                                           │  │
│  │  Behavior Settings:                                       │  │
│  │  ├─ Max No Answer: 3                                     │  │
│  │  ├─ Ring Timeout: 20 sec                                 │  │
│  │  ├─ Wrap-Up Time: 10 sec                                 │  │
│  │  └─ Reject Delay: 90 sec                                 │  │
│  │                                                           │  │
│  │  Queue Membership:                                        │  │
│  │  ├─ Sales Queue (Level 1, Position 1)                    │  │
│  │  └─ Support Queue (Level 2, Position 3)                  │  │
│  │                                                           │  │
│  └───────────────────────────────────────────────────────────┘  │
│                          │                                      │
│                          ▼                                      │
│  ┌───────────────────────────────────────────────────────────┐  │
│  │               Telephony Server mod_callcenter                   │  │
│  │                                                           │  │
│  │  Agent: 101@domain.com                                   │  │
│  │  Type: callback                                          │  │
│  │  Contact: user/101@domain.com                            │  │
│  │  Status: Available                                       │  │
│  │  State: Waiting                                          │  │
│  │                                                           │  │
│  └───────────────────────────────────────────────────────────┘  │
│                                                                 │
└─────────────────────────────────────────────────────────────────┘

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2. Module Overview (Commercial/Business)

Business Value

Agents provide professional call center capabilities:

Without Agents	With Agents
Manual call handling	Queue-based distribution
No status tracking	Real-time availability
No break management	Pause/unpause controls
No performance data	Agent metrics

Use Cases

1. Inbound Call Centers

   • Customer support teams
   • Technical help desks
   • Order taking

2. Sales Teams

   • Lead qualification
   • Outbound campaigns
   • Appointment setting

3. Multi-Queue Routing

   • Tiered support levels
   • Skills-based routing
   • Overflow handling

Feature Highlights

Feature	Benefit
4 Agent Statuses	Available, Available (On Demand), On Break, Logged Out
3 Agent Types	Inbound, Outbound, Callback
Auto/Manual State	Control how status changes
Max No Answer	Auto-pause after missed calls
Wrap-Up Time	Post-call processing time
Ring Timeout	Per-agent ring duration
Recording	Per-agent call recording
BLF Support	Lamp status on phones

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3. Module Overview (End User/Administrator)

What Can You Do?

• Create agents linked to extensions
• Configure behavior settings
• Set initial status and state mode
• Assign agents to queues via Tiers
• Enable/disable agents

Navigation

1. Navigate to PBX Engine → Call Center → Agents in the main navigation menu.
2. The list view displays all configured Call Center Agents with Agent Name, Extension, Status, State Mode, and Enabled status.
3. Click the + Add button in the top toolbar to configure a new call center agent.
4. Click any agent row or edit action to configure status, concurrency limits, and granular timing behaviors.

Administrator Workflow

┌─────────────────────────────────────────────────────────────────┐
│              Creating an Agent                                  │
├─────────────────────────────────────────────────────────────────┤
│                                                                 │
│  Step 1: General Settings                                       │
│  ├─ Agent Name: "Alice Morgan (Support Lead)"                   │
│  ├─ Extension: Select 2000                                      │
│  ├─ Initial Status: Available                                  │
│  ├─ State Mode: Auto                                           │
│  ├─ Agent Type: callback                                       │
│  ├─ Record Calls: ✓                                            │
│  ├─ Max Concurrent Calls: 1                                    │
│  └─ Enabled: ✓                                                 │
│                                                                 │
│  Step 2: Behavior Settings                                      │
│  ├─ Max No Answer: 3                                           │
│  ├─ Busy Delay Time: 90 sec                                    │
│  ├─ Reject Delay Time: 90 sec                                  │
│  ├─ No Answer Delay Time: 30 sec                               │
│  ├─ Contact Timeout: 20 sec                                    │
│  └─ Wrap-Up Time: 10 sec                                       │
│                                                                 │
│  Step 3: Save, then assign to Queues via Tiers                 │
│                                                                 │
└─────────────────────────────────────────────────────────────────┘

Agent Workflow (Using Feature Codes)

Login to all assigned queues:
  Dial *91 → "Agent logged in"

Logout from all queues:
  Dial *92 → "Agent logged out"

Pause (all queues):
  Dial *93 → "Agent paused"

Unpause (resume):
  Dial *93 → "Agent resumed"

Login to specific queue:
  Dial *91 + queue number# → "Logged into queue"

Pause in specific queue:
  Dial *93 + queue number# → "Paused in queue"

Quick Tips

[!TIP] State Mode Auto: System changes status based on phone state.

[!TIP] Max No Answer: Set to 3 to auto-pause after 3 missed calls.

[!CAUTION] Wrap-Up Time: Too short = missed calls; too long = idle agents.

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4. Configuration Fields Reference

General Settings

Field	Description	Type / Options	Default	Required
Agent Name	Display name identifying the agent	Text	None	Yes
Extension	Associated telephony extension	Extension Selector	None	Yes
Initial Status	Initial agent status upon creation or reload	Available, Available (On Demand), Logged Out, On Break	Available	Yes
State Mode	Automatic or manual state transitions	Auto, Manual	Auto	Yes
Agent Type	Agent dispatch mechanism in Telephony Server	callback, uuid-standby	callback	Yes
Record Calls	Whether to record calls answered by this agent	Toggle (Boolean)	Off	No
Max Concurrent Calls	Maximum simultaneous calls the agent can accept	Number (min 1)	1	No
Enabled	Master switch to enable or disable the agent	Toggle (Boolean)	On	Yes

Behavior Settings

Field	Description	Type / Range	Default	Required
Max No Answer	Number of unanswered calls before the system automatically pauses the agent	Number (min 0)	3	No
Busy Delay Time	Delay in seconds before offering another call after the agent rejects due to busy	Number (seconds, min 0)	90	No
Reject Delay Time	Delay in seconds before offering another call after explicit call rejection	Number (seconds, min 0)	90	No
No Answer Delay Time	Delay in seconds before offering another call after agent rings out with no answer	Number (seconds, min 0)	30	No
Contact Timeout	Seconds to ring the agent device before considering the attempt unanswered	Number (seconds, min 1)	20	No
Wrap-Up Time	Post-call grace period in seconds allowing the agent to complete notes before next call	Number (seconds, min 0)	10	No

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5. Agent States & Transitions

Agent Statuses

Status	Description	Available for Calls
Available	Ready to receive calls	✅ Yes
Available (On Demand)	Ready but rings only if no others	⚡ On Demand
On Break	Paused, not receiving	❌ No
Logged Out	Not in queues	❌ No

State Diagram

┌─────────────────────────────────────────────────────────────────┐
│                    Agent State Flow                             │
├─────────────────────────────────────────────────────────────────┤
│                                                                 │
│                    ┌─────────────┐                              │
│                    │ Logged Out  │                              │
│                    └──────┬──────┘                              │
│                           │ *91 Login                           │
│                           ▼                                     │
│                    ┌─────────────┐                              │
│           ┌───────▶│  Available  │◀───────┐                    │
│           │        └──────┬──────┘        │                     │
│           │               │ *93 Pause     │ *93 Unpause         │
│           │               ▼               │                     │
│           │        ┌─────────────┐        │                     │
│           │        │  On Break   │────────┘                     │
│           │        └─────────────┘                              │
│           │                                                     │
│           │ *92 Logout                                          │
│           │                                                     │
│    ┌──────┴──────┐                                              │
│    │ Logged Out  │                                              │
│    └─────────────┘                                              │
│                                                                 │
└─────────────────────────────────────────────────────────────────┘

State Mode

Mode	Behavior
Auto	System changes state based on phone activity
Manual	Agent must change state via feature codes

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6. Queue Membership

Tier System

Agents are assigned to queues via Tiers with:

• Level: Priority tier (1 = highest)
• Position: Order within tier

Queue: Sales
├─ Tier Level 1 (try first)
│  ├─ Position 1: Agent Alice
│  └─ Position 2: Agent Bob
├─ Tier Level 2 (try if L1 unavailable)
│  └─ Position 1: Agent Carol
└─ Tier Level 3 (overflow)
   └─ Position 1: Agent Dave

Feature Codes for Queue Control

Code	Action
*91	Global login (all assigned queues)
*92	Global logout (all queues)
*93	Global pause/unpause toggle
*91 + queue#	Login to specific queue
*93 + queue#	Pause in specific queue

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7. Common Scenarios & Examples

Scenario 1: Basic Support Agent

Configuration:

• Extension: 201
• Initial Status: Logged Out
• Max No Answer: 3
• Ring Timeout: 20 sec
• Wrap-Up Time: 10 sec

Workflow:

1. Agent dials *91 at shift start
2. Receives calls from Support queue
3. Dials *93 for lunch break
4. Dials *93 to resume
5. Dials *92 at shift end

Scenario 2: Multi-Queue Agent

Queues:

Queue	Level	Position
Sales	1	1
Support	2	3
Billing	1	2

Behavior: Gets Sales calls first, Support only when Sales quiet.

Scenario 3: Hotdesk + Agent Combo

Flow:

1. Agent logs into hotdesk device
2. Automatically logs into call center queues
3. Device assignment + queue login in one step

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8. Model Context Protocol (MCP) AI Integration

Ring2All exposes native Model Context Protocol (MCP) tools for Call Center Agents, allowing AI supervisors, scheduling systems, and operations bots to inspect agent availability, change operational states, audit assigned queue tiers, and provision call center agents dynamically with strict domain validation and deletion protection.

Available MCP Tools

Tool Name	Description	Key Parameters
list_call_center_agents	Lists all Call Center Agents defined in the domain, displaying SIP extension, contact URI, operational status (Available, Logged Out, Available (On Demand), On Break), and ready state.	search (optional string)
get_call_center_agent_status	Retrieves real-time agent status, assigned ACD queues, tier levels, positions, and wrap-up configurations.	extension (required string)
create_call_center_agent	Provisions a new Call Center Agent in the domain, validating extension uniqueness and contact mapping.	name, extension (required); status, ready
update_call_center_agent_status	Changes agent status (e.g. setting Available, On Break, Logged Out), ready state, or agent display name.	extension (required); status, ready, name
delete_call_center_agent	Safely removes an agent after validating that they are not logged into active calls or required by locked queues via assertCanDeleteAgent.	extension (required string)

Anti-Collision & Agent Domain Uniqueness

Call center agent extensions are strictly validated within the tenant domain (public.call_center_agents). No two agents can share the same extension, and extensions cannot be accidentally overwritten or duplicated.

AI Agent Operational Examples

Auditing Active Agent Status

{
  "tool": "get_call_center_agent_status",
  "arguments": {
    "extension": "2001"
  }
}

Updating Agent State to On Break

{
  "tool": "update_call_center_agent_status",
  "arguments": {
    "extension": "2001",
    "status": "On Break",
    "ready": false
  }
}

Recommended Natural Language Prompts

• “List all agents in the call center and identify who is currently Available vs On Break.”
• “Set agent extension 2001 to Available state.”
• “Check which queues and tier levels agent 1002 is currently assigned to.”

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9. Limitations & Important Notes

Technical Limitations

[!WARNING] Single Extension: Each agent is linked to one extension.

[!WARNING] mod_callcenter Sync: Changes may take seconds to propagate.

Best Practices

1. Set Max No Answer: Prevent indefinite missed calls
2. Appropriate Wrap-Up: Allow post-call work time
3. Use Tiers: Organize skill-based routing
4. Monitor BLF: Use lamp indicators
5. Test State Changes: Verify feature codes work

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10. Troubleshooting Tips

Common Issues

Symptom	Possible Cause	Solution
No calls received	Agent not Available	Check status via feature code
Immediate timeout	Ring timeout too short	Increase ring timeout
Stuck in queue	No available agents	Check agent availability
BLF not updating	Presence misconfigured	Verify BLF setup

Diagnostic SQL

List agents:

SELECT id, name, extension, status, enabled
FROM public.call_center_agents
WHERE domain_id = [domain_id];

Check agent queues (tiers):

SELECT a.name, q.name as queue, t.level, t.position
FROM public.call_center_tiers t
JOIN public.call_center_agents a ON t.agent_id = a.id
JOIN public.call_center_queues q ON t.queue_id = q.id
WHERE a.domain_id = [domain_id];

Telephony Server API Commands

# List all agents
callcenter_config agent list

# Get agent status
callcenter_config agent get status 101@domain.com

# Set agent available
callcenter_config agent set status 101@domain.com Available

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11. Glossary

Term	Definition
Agent	Call center operator handling queue calls
Tier	Agent-Queue assignment with level/position
Level	Priority tier (lower = higher priority)
Position	Order within a tier
Wrap-Up Time	Post-call processing delay
State Mode	Auto or Manual status control
BLF	Busy Lamp Field (phone status lights)

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Documentation last updated: January 2026