Description
Simple Agent allows anyone to become an agent on voice queues if they only have access to a telephone device that can be called via the public telephony network. This article describes the function and features available in the Simple Agent.
Content
Simple Agent
Simple Agent allows anyone to become an agent on voice queues if they only have access to a telephone device that can be called via the public telephony network.
There is no client application for the Simple Agent, it only needs the telephone number where the agent call is terminated. The Simple Agent is for agents that typically only need basic call handling features (Answer/End call) as call transfer is not supported in the Simple Agent.
Users can administrate the Simple Agent with Web interface or a mobile phone app. Here the user can:
- Log in and out of queues
- Choose from a list of known numbers where calls to the agent should be picked up
- Add a new number to the list of known numbers
- Set "Work mode" to Active or Inactive
- Login or logout as simple agent
The Simple Agent can handle Callbacks in "Automatic Callback" configuration.
See "How to create a callback configuration".
Simple Agent - Always On
Always on is a feature that can be turned on for simple agents.
The feature will tell the Zylinc Cloud platform that the agent should be logged on as a Simple Agent if the agent has not logged on (as simple, mobile or web agent).
If an agent configured with “Always on” logs on with either web or mobile agent, the agent session will
automatically change to the client instead. When the agent logout of the client, the agent will return to
being a Simple agent.
Always on will not work on a Simple Agent without a supported device configuration (e.g. office, mobile, teams number).
To configure Simple agent always on open:
Configuration Manager -> Contact center & PBX configuration -> Agents
Search for the agent and select “edit” in the right drop down menu
Check the check box "Always on"
Always on can also be configured in "Agent group".
Simple Agent - Available on Available (AoA)
Available on Available (AoA) makes it possible to set the agent to be available in the Zylinc cloud if the agent is available in their Teams client.
This allows Simple Agent to use Teams to transfer calls without being considered busy from transfer of the call and until the call is ended.
Available on Available is only available if the agent Teams number is configured as the number to use for the Simple Agent.
See "Available on Available - Configuration"