External Agent

The external agent function allows you to accept queue calls and calls to your extension number without being logged on to CDT.

Note that the setting Ext. no. (PRS) in the earlier versions is now part of the external agent function.

When you receive calls as an external agent to your extension number, CDT users see that you are busy.

Administrators enable the function in System Configurator (SC), and they can also configure the external agent settings for you but you can also do it in CDT in Tools > Settings > Phone > Advanced > External Agent.

For information about the use of this function, see Using External Agent Function.

Configuration

The following table shows how to configure the function when you want to receive only personal calls and personal and queue calls. If you are serving in queues as an external agent, you receive also calls to your extension number without any additional configuration.

Procedure

Setting in SC

Setting in CDT

Required for Personal Calls

Required for Queue Calls

The external agent function enabled in SC

Choose in User and Role Management > User Roles > User Rights > User Serviceboth the External Agent and MTD options.

N/A

Yes

Yes

Your external agent number defined

Choose User and Role Management > Users > Queue and External Agent Settings > External Agent > External Agent Number, and enter the number.

Choose Tools > Settings > Phone > Advanced > External Agent > External No. and enter the number.

Yes

Yes

The option to serve as an external agent when logged off selected

Choose User and Role Management > Users > Queue and External Agent Settings > External Agent > Serve in Queues as External Agent when Logged Off.

Choose Tools > Settings > Phone > Advanced > External Agent > Ext. Agent when Logged Off.

Yes

Yes

The queues selected

Choose User and Role Management > Users > Queue and External Agent Settings > Queues > Active as External Agent in the appropriate queues.

Choose Tools > Settings > Phone > Advanced > External Agent > Enabled.

No

Yes