Configuring queue and external agent settings

Use

You use this procedure to

Prerequisites

You must have rights to create users or to modify the user’s settings. You also need grant rights to serve in a queue.

To be able to serve in queues as an external agent, the user must have the external agent and MTD rights (given in User Management > Users > User Service).

Procedure

Forced Queues

  1. On the System Configurator main screen, choose User and Role Management > Users.

  2. Search for the user whose contact center settings you want to configure.

    The search result list appears.

  3. Choose the user by double-clicking it.

  4. Choose Queue and External Agent Settings.

  5. To assign queues whose logon and logoff the user cannot control, select the Forced option in the queue list.

    If the user has not been assigned to serve in any queues, the queue list is empty.

    Note:

    When you select the Forced option, the queue logon is also activated. In other words, users are logged on to the queue when this option is selected. When you remove the option, the queue logon remains active. Users have to manually log off from the queue to stop serving in the queue.

    Supervisors can manage the queue logons also in Online Monitoring and Dashboard.

  6. Save your entries.

Note:

The Forced function cannot be used for Action Queue, the default queue created for activity items that are handled in Sinch Contact Pro in systems with CRM integration. Agents are by default forced, they are automatically logged on to the Action Queue when they open the IC WebClient in CRM, and correspondingly, they are logged off when they close the IC WebClient.

Users can also log on and off individually.

External Agent

To define the external agent settings, do the following:

  1. In the Queues settings, select the Active as External Agent queues to which the external agent setting applies.

    The external agent setting is only available when the serving mode is auto-allocation.

    If the users use the external agent function only to receive calls that are made to their extension number, leave the queue selections empty.

  2. Enter the number to which calls are forwarded when the user has logged off from the application.

  3. If you want that the users start receiving calls as an external agent automatically when they have logged off from the application, select the Serve in Queues as External Agent when Logged Off option.

    If the external agents log off via IVR or when the Ext. option is deselected in Online Monitoring, this setting in SC is also deactivated. This means that the agents must reactivate the setting in Communication Panel manually if they want to continue using the external agent function when they are logged off.

  4. Save your entries.