Configuring Queue and External Agent Settings
Use
You use this procedure to
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Select forced queues.
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Enable the external agent function.
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
).Procedure
Forced Queues
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On the System Configurator main screen, choose
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Search for the user whose contact center settings you want to configure.
The search result list appears.
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Choose the user by double-clicking it.
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Choose Queue and External Agent Settings.
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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.
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Save your entries.
The Forced function cannot be used for Action
Queue, the default queue created for activity items
that are handled in
Sinch Contact Center
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.
From the version 7.0 SP05 onwards, users can also log on and off individually. In earlier versions they were forced to that queue as long as IC WebClient was open.
External Agent
To define the external agent settings, do the following:
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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 queue 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.
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Enter the number to which calls are forwarded when the user has logged off from the application.
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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 CDT manually if they want to continue using the external agent function when they are logged off. Changed in SP05.
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Save your entries.