Agents - Revision history

Mike Lunn at 16:59, 26 January 2015

2015-01-26T16:59:45Z

Mike Lunn: /* Remote Agents */

2014-02-07T15:35:07Z

Remote Agents

Mike Lunn: /* Remote Agents */

2014-02-07T15:27:07Z

Remote Agents

Mike Lunn: /* Remote Agents */

2014-02-07T15:26:41Z

Remote Agents

Mike Lunn: /* Remote Agents */

2014-02-07T15:23:32Z

Remote Agents

Mike Lunn at 15:23, 7 February 2014

2014-02-07T15:23:10Z

John Wolfe at 14:08, 10 July 2013

2013-07-10T14:08:17Z

John Wolfe at 13:10, 10 July 2013

2013-07-10T13:10:46Z

John Wolfe: Created page with "'''PBX-Setup -> Agents''' By navigation to PBX-Setup ->Agents the technician may access the agent creation page. On this page you may create agents for use in ACD Ring Grou..."

2013-07-10T12:36:07Z

Created page with "'''PBX-Setup -> Agents''' By navigation to PBX-Setup ->Agents the technician may access the agent creation page. On this page you may create agents for use in ACD Ring Grou..."

New page

'''PBX-Setup -> Agents'''

By navigation to PBX-Setup ->Agents the technician may access the agent creation page. On this page you may create agents for use in ACD Ring Groups. Each Agent requires a unique two digit ID and a Unique 4 Digit PIN. To creat an agent enter the users Name, a two digit ID and a 4 digit PIN and select Add. After this before exiting page you should also select Save Changes and the Apply these changes at the top of the page.

[[File:PBXSetup Agents.jpg|File:PBXSetup Agents.jpg]]

From this same page you can also access the ACD Queue Recordings page.

[[File:Queue Recordings.jpg|File:Queue Recordings.jpg]]

At this location you can listen to Agent Recordings. To download a recording click the download button. You may then play in any audio application. The delete button allows for deletion of files from the PBX.

← Older revision		Revision as of 16:59, 26 January 2015
Line 3:		Line 3:


−	By navigation to PBX-Setup ->Agents the technician may access the agent creation page. On this page you may create agents for use in <span data-scayt_word="ACD" data-scaytid="1">ACD</span> Ring Groups. Each Agent requires a unique two digit ID and a Unique 4 Digit PIN. To create an agent enter the users Name, ~~a two digit~~ ID and a 4 digit PIN and select Add. After this before exiting page you should also select Save Changes and the Apply these changes at the top of the page.	+	By navigation to PBX-Setup ->Agents the technician may access the agent creation page. On this page you may create agents for use in <span data-scayt_word="ACD" data-scaytid="1">ACD</span> Ring Groups. Each Agent requires a unique two digit ID and a Unique 4 Digit PIN. To create an agent enter the users Name, ID must be at least 2 digits and should not match their extension number and a 4 digit PIN and select Add. After this before exiting page you should also select Save Changes and the Apply these changes at the top of the page.

@@ Line 23: / Line 23: @@
 At this location you can listen to Agent Recordings. To download a recording click the download button. You may then play in any audio application. The delete button allows for deletion of files from the PBX. Agent recordings are recordings initiated by the Agent by dialing *# or with a record button at their desk set. If they are logged in as an agent the recording will be placed in this location for easy access by administration or other agents. Typically *# or record will place the recording in a users voicemail in the work folder. However if an Agent is logged in these recording get placed here for easier access by Administration of <span data-scayt_word="ACD" data-scaytid="4">ACD</span> groups.
-== Remote Agents ==
+== Remote Agent Login ==
 With this feature a user can call into the PBX and log a phone number in as an Agent.  This will cause any Ring Groups that include that Agent to ring the phone number entered.  If the call is answered at this ringing phone number, the user will be prompted to press 1 to accept the call.

@@ Line 25: / Line 25: @@
 == Remote Agents ==
-With this feature a user can call into the PBX and log a phone number in as an Agent.  This will cause any Ring Groups that include that Agent to ring the phone number.  If the call is answered at this ringing phone number, the user will be prompted to press 1 to accept the call.
+With this feature a user can call into the PBX and log a phone number in as an Agent.  This will cause any Ring Groups that include that Agent to ring the phone number entered.  If the call is answered at this ringing phone number, the user will be prompted to press 1 to accept the call.
 '''Logging the Agent In'''

@@ Line 25: / Line 25: @@
 == Remote Agents ==
-With this feature a user can call into the PBX and log a phone number in as an agent.  This will cause any Ring Groups that include that agent to ring the phone number.  If the call is answered at this ringing phone number, the user will be prompted to press 1 to accept the call.
+With this feature a user can call into the PBX and log a phone number in as an Agent.  This will cause any Ring Groups that include that Agent to ring the phone number.  If the call is answered at this ringing phone number, the user will be prompted to press 1 to accept the call.
 '''Logging the Agent In'''

← Older revision		Revision as of 15:23, 7 February 2014
Line 26:		Line 26:

	With this feature a user can call into the PBX and log a phone number in as an agent. This will cause any Ring Groups that include that agent to ring the phone number. If the call is answered at this ringing phone number, the user will be prompted to press 1 to accept the call.		With this feature a user can call into the PBX and log a phone number in as an agent. This will cause any Ring Groups that include that agent to ring the phone number. If the call is answered at this ringing phone number, the user will be prompted to press 1 to accept the call.
		+
		+	'''Logging the Agent In'''

	To accomplish this, we have added a new Services Destination called Remote Agent Login. You can point a Truck DID direct to this destination, or you can have a Menu option set to this. When a user gets to the Remote Agent Login, they will be prompted to enter their Agent number, password, and the phone number to be called. Once entered, the system will announce the number and ask for a confirmation. After that, Ring Groups that would call the Agent will also ring that phone number.		To accomplish this, we have added a new Services Destination called Remote Agent Login. You can point a Truck DID direct to this destination, or you can have a Menu option set to this. When a user gets to the Remote Agent Login, they will be prompted to enter their Agent number, password, and the phone number to be called. Once entered, the system will announce the number and ask for a confirmation. After that, Ring Groups that would call the Agent will also ring that phone number.

← Older revision		Revision as of 15:23, 7 February 2014
Line 22:		Line 22:

	At this location you can listen to Agent Recordings. To download a recording click the download button. You may then play in any audio application. The delete button allows for deletion of files from the PBX. Agent recordings are recordings initiated by the Agent by dialing # or with a record button at their desk set. If they are logged in as an agent the recording will be placed in this location for easy access by administration or other agents. Typically # or record will place the recording in a users voicemail in the work folder. However if an Agent is logged in these recording get placed here for easier access by Administration of <span data-scayt_word="ACD" data-scaytid="4">ACD</span> groups.		At this location you can listen to Agent Recordings. To download a recording click the download button. You may then play in any audio application. The delete button allows for deletion of files from the PBX. Agent recordings are recordings initiated by the Agent by dialing # or with a record button at their desk set. If they are logged in as an agent the recording will be placed in this location for easy access by administration or other agents. Typically # or record will place the recording in a users voicemail in the work folder. However if an Agent is logged in these recording get placed here for easier access by Administration of <span data-scayt_word="ACD" data-scaytid="4">ACD</span> groups.
		+
		+	== Remote Agents ==
		+
		+	With this feature a user can call into the PBX and log a phone number in as an agent. This will cause any Ring Groups that include that agent to ring the phone number. If the call is answered at this ringing phone number, the user will be prompted to press 1 to accept the call.
		+
		+	To accomplish this, we have added a new Services Destination called Remote Agent Login. You can point a Truck DID direct to this destination, or you can have a Menu option set to this. When a user gets to the Remote Agent Login, they will be prompted to enter their Agent number, password, and the phone number to be called. Once entered, the system will announce the number and ask for a confirmation. After that, Ring Groups that would call the Agent will also ring that phone number.
		+
		+	'''Logging the Agent Out'''
		+
		+	To log the Agent out of that phone number, call back into the Remote Agent Login, enter your Agent number and password as prompted, and when the system asks for a phone number, simply press #.

@@ Line 3: / Line 3: @@
-By navigation to PBX-Setup ->Agents the technician may access the agent creation page. On this page you may create agents for use in ACD Ring Groups. Each Agent requires a unique two digit ID and a Unique 4 Digit PIN. To creat an agent enter the users Name, a two digit ID and a 4 digit PIN and select Add. After this before exiting page you should also select Save Changes and the Apply these changes at the top of the page.
+By navigation to PBX-Setup ->Agents the technician may access the agent creation page. On this page you may create agents for use in <span data-scayt_word="ACD" data-scaytid="1">ACD</span> Ring Groups. Each Agent requires a unique two digit ID and a Unique 4 Digit PIN. To create an agent enter the users Name, a two digit ID and a 4 digit PIN and select Add. After this before exiting page you should also select Save Changes and the Apply these changes at the top of the page.
@@ Line 13: / Line 13: @@
-From this same page you can also access the ACD Queue Recordings page.
+From this same page you can also access the <span data-scayt_word="ACD" data-scaytid="3">ACD</span> Queue Recordings page.
@@ Line 21: / Line 21: @@
-At this location you can listen to Agent Recordings. To download a recording click the download button. You may then play in any audio application. The delete button allows for deletion of files from the PBX. Agent recordings are recordings initiated by the Agent by dialing *# or with a record button at their desk set. If they are logged in as an agent the recording will be placed in this location for easy access by administration or other agents. Typically *# or record will place the recording in a users voicemail in the work folder. However if an Agent is logged in these recording get placed here for easier access by Administration of ACD groups.
+At this location you can listen to Agent Recordings. To download a recording click the download button. You may then play in any audio application. The delete button allows for deletion of files from the PBX. Agent recordings are recordings initiated by the Agent by dialing *# or with a record button at their desk set. If they are logged in as an agent the recording will be placed in this location for easy access by administration or other agents. Typically *# or record will place the recording in a users voicemail in the work folder. However if an Agent is logged in these recording get placed here for easier access by Administration of <span data-scayt_word="ACD" data-scaytid="4">ACD</span> groups.

← Older revision		Revision as of 13:10, 10 July 2013
Line 21:		Line 21:


−	At this location you can listen to Agent Recordings. To download a recording click the download button. You may then play in any audio application. The delete button allows for deletion of files from the PBX.	+	At this location you can listen to Agent Recordings. To download a recording click the download button. You may then play in any audio application. The delete button allows for deletion of files from the PBX. Agent recordings are recordings initiated by the Agent by dialing # or with a record button at their desk set. If they are logged in as an agent the recording will be placed in this location for easy access by administration or other agents. Typically # or record will place the recording in a users voicemail in the work folder. However if an Agent is logged in these recording get placed here for easier access by Administration of ACD groups.