Call Center Agents

Connect each person answering queue calls with their extension and give them time to complete the follow-up.

In the CRM: Voice Features → Phone System → Applications → Call Centers → Agents

Give every adviser a clear answering role

A call-center agent record identifies a person who answers queue calls and the phone destination used to reach them. Assign the record to a queue so the system knows who should receive that queue’s calls.

Start with the person’s Mango9 user and extension. The Contact field is the destination the queue calls when offering that person an enquiry.

Call Center Agent identity, timeout, user, agent ID and contact destination — An unsaved sales-adviser example. Select the actual user and contact destination for the person who will answer. Select the image to enlarge it.

Add the agent

Open Voice Features → Phone System → Applications → Call Centers and choose Agents.
Choose Add and enter a recognizable Agent Name.
Review Type and Call Timeout. The standard new form uses callback; keep the type intended for the phone setup.
Choose the Username and Contact destination for the adviser. Set Agent ID and Agent Password when the agent-login setup uses them.
Review Status and the timing controls, then choose Save.
Open the intended queue and add this agent in its Agents area, with the Tier Level and Tier Position that fit the distribution plan.

Allow time for notes and appointments

Agent retry delays, missed-answer threshold and wrap-up time — Review the timing for the work advisers complete after each enquiry. Select the image to enlarge it.

Allow time for notes and appointments
Control	What it does
Call Timeout	How long the agent is offered a call before that attempt times out.
No Answer Delay Time	How long to wait before trying an agent who did not answer.
Max No Answer	The missed-answer count used to move an agent to On Break.
Wrap Up Time	Time after a call to complete notes or other work before receiving another queue call.
Reject Delay Time	The pause after the agent rejects a call.
Busy Delay Time	The pause after the phone reports that the agent is busy.

Keep availability current

The agent form’s Status sets its configured status. Leaving that field empty preserves the last known status after the service restarts, as the form’s help explains.

For daily availability, open Status → Agent Status inside the Phone System. Review the agents, choose the offered Available, On Break or Logged Out setting, and save the intended changes. Where per-queue login is configured, availability is managed for each queue.

The Status selector on the live Queues page filters the agents displayed. Use Agent Status when you want to change their availability.

Make the handoff useful to the customer

A consultation adviser can answer the call, confirm the service requested, book a suitable appointment and use an SMS template for the agreed details. Wrap Up Time helps keep those steps part of the normal routine.

For buyer delivery, give the buyer the appropriate user and extension setup and maintain the campaign’s buyer rules. Use the queue agent record when that person will participate in a staffed answering queue.