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 an agent can be added to the pool they must first be created in the PBX manager. 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 screen has only three information columns - Agent Name, Destination (his phone line), and Member - which has color coded discs indicating which queues he is a Member of.
As elsewhere in the ACD panel, if a queue's colored disc is full it means the agent is logged in. If the disc is empty it means the agent is logged out. The discs 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.
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 at the title bar () to select all agents. Now click at the the top-right corner. You will be asked to confirm the deletion, or you can cancel the operation.
Remember that when you delete an agent he is only removed from the ACD's pool of agents but still exists in the PBX manager's database and can be added back at any time.
To add new agent to the ACD panel click on the bottom-right corner. In the window that opens click the PBX User field and select the agent you want 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 ones 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.
You can click on any agent's icon (or anywhere to the right of it) to bring up the an agent editing window.
Click on the top-right corner to bring up a window with fields for the agent's First Name and Last Name.
Hover on the Mobile Phone Number field. 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 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 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 to close its editing option.
To remove an agent from a queue click on the queue's icon to check it (you can select several queues this way) and click REMOVE.