Set up agents

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Users who should work on queues must be agents, so after you've imported users from Active Directory, you must turn the required users into agents.

This is how you turn a user into an agent (some organizations call it to promote users to agents):

Prerequisites: Before you can set up agents, you must have set up at least one agent timer profile, at least one queue, and at least one SIP trunk.

1. Log in to your Novus Configuration Manager, and, in the Contact center and PBX configuration section, select Agents.

2. Click Create new.

3. In the Search for user field, type the required user's entire e-mail address, and then click Search.

   You can't type just part of the user's e-mail address. You must type the entire e-mail address.

   If the required user exists, their name is displayed in the Selected user field, along with a unique identifier.

4. If you want the user to inherit some or all of an existing agent's settings, select the required agent in the Agent to copy menu.

5. Fill in or edit these settings:

   • Agent display name: The name with which the agent will be displayed in the Web Agent and Mobile app.

   • Default work mode: Select if the agent should by default be active (able to receive calls), inactive (unable to receive calls), or standby (able to receive calls, but only if the situation on the queue(s) get critical).

     This is a default setting. Agents can themselves switch between the three types of status in the Web Agent and Mobile app.

   • Default distribution mode: Select if the agent should by default work in offer or manual mode. Offer means that Zylinc Novus automatically offers calls to the agent. Manual means that the agent can select calls from a list.

     This is a default setting. Agents can themselves switch between offer and manual mode in the Web Agent and Mobile app.

   • Agent timer profile: Select the agent timer profile that should apply for the agent. Agent timer profiles determine time-related agent settings, for example how long to wait for the agent to answer a call before Novus should consider the agent unreachable.

   • In the Agent queue memberships section, you define which queues the agent should work on:

     • If you didn't make the agent inherit settings from an existing agent, click the + button, and then select:

       • Queue name: Select the required queue.

       • Subscription role: Select whether the agent should have a primary, secondary, or standby role on the queue.

       • Monitoring queue by default: Select Yes if the agent should automatically begin working on the queue when they log in to their Web Agent or Mobile app. Select No if the agent should manually select to work on the queue after they log in.

       Repeat if the agent should work on multiple queues.

     • If the agent has inherited settings from an existing agent, they will have inherited queue memberships too. You can still change the agent's settings on individual queues, remove inherited queues that you don't want the agent to work on, or add new queues.

     When an agent actively works on a queue, the agent is said to monitor the queue. Agents can themselves select to monitor or not monitor their assigned queues in the Web Agent and Mobile app.

   • Audio platform: Select the type of phone or softphone that the agent should use.

     A softphone is a virtual, software-based phone. The ability to use a browsers' built-in audio feature as a phone is an example of a softphone, so if the agent is going to work in the Web Agent and use their browser's audio as their agent phone, select Softphone.

   • Format: Some phones specifically require a phone number in the E164 format. Some phones require a SIP URI (a type of phone number that looks almost like an e-mail address, for example sip:john.doe@phonesystem.example.org). Most phones just require a phone number. If the agent is going to use a softphone, select Phone number.

   • Number/URI: Specify the agent's phone number or URI in the format that you selected in the previous. Note, however, that if the agent is going to use a softphone, you shouldn't enter a number, but rather an agent identifier in the following format:

     web_[agent's e-mail address where the @ is replaced with an underscore]

     Examples:
     For an agent with the e-mail address john.doe@example.org, you should enter web_john.doe_example.org
     For an agent with the e-mail address jd@example.org, you should enter web_jd_example.org

   • SIP trunk: In IP telephony, a SIP trunk is a virtual version of an analog phone line. Just like an analog phone line, a SIP trunk can be thick or thin, that is it can have many or few channels. Select the SIP trunk to use for routing calls to and from the agent's phone or softphone.

   • SIP display name: The display name to use for the agent on internal and external outgoing calls.

     For some outgoing calls, typically those that go to people outside of your organization, you may not want to show the agent's own display name, but rather, for example, the name of your organization. You can do that with SIP override, described in the following.

   • SIP caller ID: The caller ID to use for the agent on outgoing internal and external calls.

     Just as with SIP display names, you can choose to use SIP override to show a different caller ID for certain outgoing calls.

   • Use internal SIP override: The ability to use a different SIP display name and/or SIP caller ID when the agent makes internal calls. If you select Yes, you get additional fields for selecting which SIP trunk should be used when the agent makes internal calls, and for specifying which alternative display name and/or caller ID to use when the agent makes internal calls.

   • Use external SIP override: The ability to use a different SIP display name and/or SIP caller ID when the agent makes external calls. If you select Yes, you get additional fields for selecting which SIP trunk should be used when the agent makes external calls, and for specifying which alternative display name and/or caller ID to use when the agent makes external calls.

6. Click Save.

Related: Set up agent timer profiles

Related: Call distribution principles