Agent Manager

The Agent Manager allows you to define which agents are available in the ACD Panel's pool of agents, assign agents to  queues , or edit an agent details. 

Access Agent Manager from the ACD menu to start.

Before agent can be added to the pool they must first be created in the PBX manager - your main switchboard management tool. It is an advanced too that is handled by administrators. The process works in this order PBX manager>Agent Manager>Various queues.

The Agent Manager has only three columns of information - The Agent’s name, Destination (his phone line), and the color coded disc indicating which queues he is a Member of. 

As elsewhere in the ACD panel, if a queue's colored circle is full it means the agent is logged in. If the circle is empty it means the agent is logged out. The circles here are just indicators. To actually log agents in or out of queues see the Editing Agents section below or refer to this FAQ article.

Deleting Agents

If you hover your mouse to the left side of an Agent’s icon a checkbox will appear. Click it  to select one or more agents, or click the checkbox icon at the title bar to select all agents. Now click the minus icon in the top right corner. You will be asked to confirm the deletion, or you can cancel the operation. 

Remember when you delete an agent he is only removed from the ACD pool but still exists in the PBX manager and can be added back at any time. 

Adding Agents

To add new agent to the ACD panel click the plus icon on the bottom right corner. In the window that opens click PBX User and select the agent you wand to add from the drop-down list. Check all the Queues you want the agent to belong to, and set each queue's Priority for this agent.

The queue priority, in regard to an agent, works with certain rules where agents with higher priority will be the one to receive calls ahead of agents with lower priorities. See the Queue Manager User guide for more information.

Click SAVE to add the agent, or CANCEL to exit without adding him. 


Editing Agents

You can click on any agent's yellow icon (or anywhere to the right of it) to bring up the an agent editing window. 

Click the pen icon on the top right corner to bring up a window to edit the agent's name.

Hover on Mobile Phone Number. A pen icon will appear. Click it to add the agent's mobile phone information. It is not possible to edit an agent's phone line or extension. This is done from the PBX manager.

Click the Add to Queue (next to the plus icon) on the bottom to show a list available queues that the agent can join. Select a new queue and set agent's priority for this queue and click SAVE. You can add one queue at a time like this.

You can click on any of the queues listed (on their names or the plus sign next to it) to bring up the queue's details where you can set the agent's Priority for that queue and you toggle his Status to log him in or out of the queue. Click the queue's name or the minus icon to close its editing option

To remove a an agent from a queue click on the queue's icon next to check it (you can select several queues this way) and click REMOVE

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