V3 Agents

Enter the Agent's details:

• Full Name of the Agent

• Username, which is used to login (only letters, numbers or special characters like ._ are allowed)

• Alias: an alternative name for the Agent, which can be used to hide the real agent login name (e.g. in canned answer, email template, chat and so on)

• Typology (choose the setting among: Phonebar, External, WebRTC and Mobile. The default proposed value is Phonebar). To find out more about the typology, see the info box below.

• Email: the Agent email address. This field is used to receive a link to reset the password anytime the agent forgets it 

• Password: insert here the password. According XCALLY Motion Security rules, if the Security Suite is enabled, it must contain at least 8 characters and have at least 1 lowercase character, one uppercase character, one numeric character and one of the following special characters ~!@#$%^&-_=+[{]}.

• By default, an Internal number (Extension) is automatically generated. You can manually specify the internal number you want to assign to the agent by editing his/her profile.

• Description is optional

• Optionally, you can enable Voicemail to automatically create a voicemail box for the agent.

• Remember to enable the Remote Control in order to enable the Phonebar API web service (you can change this editing the Agent Motion Phonebar Setting).

While in the Header of the panel you find these buttons:

• black button to add Agent to a Queue of the different channels

  

• orange button to add Agent to a Team 

• red button to add Agent to a profile (if you have enabled multiprofile feature on your license)

• key button to change password

• In Personal Info tab you can edit Full Name, Email or other description fields.  

In addition to these, you can enable the following:

• Login in Pause (default: Disabled): if enabled, the agent will be by default on pause for all the queues he/she belongs to when he/she logs in, until the status is changed.

• In the Security Suite Section you have:

  • the last Agent's password reset time and date. This value is shown only if the Security Suite feature is enabled in the global Admin Settings

  • Disabled: switch on this toggle to disable the User Account (this action can be reverted, switching the toggle off)

  • Locked:  if the Agent's account has been automatically locked out after a number of failed login attempts, switch this toggle off to manually unlock it (this only happens if this automation has been configured by the administrator for all users and agents of the system in the General Settings).

  • Mask Sensitive Data: select this option if you want the Agent not to see the personal data of the Contacts, such as the telephone number, the Name and the Email address

Remember to specify the number of characters / digits to mask in the Settings - General (Security section)

• In the Authentication section:

  • you can active directory SSO, to login with the Active Directory credentials

  • disable MFA for the Agent, when active

• Change Avatar: If you want to change the Agent's picture click upload and select the image file (Only PNG and JPG formats - max 8MB).

• Notifications: here you can define the default position for displaying toast notifications throughout the application. Default: top-right.
  You can choose among top or buttom + right/center/left

Where:

• Transport: Set the default transports in order of preference. Use:

  • udp/tcp/tls if the Agent uses the Windows Phonebar

  • udp/tcp/ws/wss/tls (according to the external phone used) if the used Phone is External

  • wss if the Agent uses the WebRTC Bar (defaulted value not to select)

  • udp/tcp/tls if the Agent is Mobile type. In this case consider that you need to insert the same transport protocol used for your Push Gateway: we recommend to select udp,tcp (in this order) if you configure the push gateway without tls, otherwise you need to choose tls as trasport option

• Host: insert Host IP (for fixed IP access only) or dynamic (for dynamic access) for SIP registration

• Nat: this variable changes the behaviour of Asterisk for Agent's access behind a firewall. Choose a value among the following: yes, no, force_rport, comedia, never, route

• Type: this field defines the role of SIP within Asterisk, so the relationship between agent and outbound provider. Insert a value among User (used to identify incoming calls), Peer (for outgoing calls) or Friend (which covers both User and Peer)

• Allowed Codecs: Audio Codecs to be used during the call. Choose a value from the list: ulaw, alaw, gsm, g722, g729, opus

• Caller ID: the default caller id shown to call recipients

• Context: this value defines the Agent context (default and recommended value=from-sip)

• Call Group: defines the Agent's call group 

• Pickup Group: defines the Agent's pickup group

• Chanspy if enabled administrator can monitor agent’s phone calls (for more information see ChanSpy)

• Video support: here you can indicate if your trunk supports stream video

• Record calls to user extension (default=Inactive; other choices: waw, waw49, gsm) to allow the Agent who gets a call to be recorded automatically

• Encryption (yes/no) using SRTP (Secure Realtime Protocol) Encryption

When this field is active, the Agent will be notified the call is being recorded by the record button becoming red on the Phonebar

Clicking on this button the Agent can pause the recording:

and start it again

In the Other Channels Section, you can set the Channel Capacity (the maximum number of concurrent channel interactions per agent).

When the maximum number of interactions is reached, the Agent cannot receive any further interaction on the same channel: all the interactions already managed before (e.g.chat/mail/SMS interactions follow up) will be passed to the agent anyway (if available, otherwise they will follow the action flow).

You can change channel capacity for Chat, Email, SMS, Open Channel, Fax or WhatsApp (where the default value is 0=unlimited).

From Auto answer section, you can enable/disable the auto answer for the Agent selected. 

The interaction is assigned to the Agent without him accepting the notification. 

You can enable this feature for each channel (Chat, Email, SMS, Open Channel, Fax and Whatsapp)

You can also set the answer delay in seconds. 

From Advanced Search section, you can enable/disable the advanced search for the Agent selected. 

In the Motion PhoneBar Settings tab you can enable/disable the following parameters:

• Enable Settings: Enable an agent to see and modify the settings on the phonebar 

• Auto Answer: If enabled, any call to the agent will be automatically answered (default delay time in seconds is asked)

• Ring in Use: Enables or disables ringing when the agent is already engaged in a conversation

• Enable Recording: Enable an agent to manual recording the incoming calls

• Enable DTMF tones: When enabled, the Agent hears dtmf tones when he dials a number

• Do not disturb during pause: When enabled the agent cannot receive direct or internal calls when in pause on the phonebar (default=enabled)

• Show unanswered call badge: when enabled, it allows showing the number of unanswered calls on the Agent Phonebar Call History icon 

  

• Enable Jaws Integration allows the Agent to use the screen reader Jaws integrated with the Phonebar (for blind agents)

• Enable Screen Recording by Agent allows the Agent using the Phonebar to record video sequences of what happens on his/her desktop clicking a specific button that will be displayed 

• Enable Automatic Screen Recording means that the system starts recording a video sequence every time a voice call is received or placed by the Agent using the Phonebar (it stops automatically when the call ends) 

The files generated using one of the Screen Recording functions mentioned above will be available on the Agent PC. By default they will be saved in: Video/AgentId_AgentName/<year>/<month>/<day>/

A different path (e.g. on a network drive) can be specified in the Settings/General section, and it will be used for all Agents.

• Remote Control: switch on to enable Phonebar API Web Service

Phonebar API activation

Remote Control

This setting enables/disables the Phonebar API web service for the Agent Profile (enable this setting for using features like click-to-dial).

You need to specify:

• Remote Control Port (default 9888).

• SIP Expires: Configures the registration expires (in seconds) of the SIP server. The default value is 3600s.

• SIP Port: Configures the port of the SIP server. The default value is 5060. 

It this way the Motion Phonebar remote control is active in localhost.

After the Remote control is enabled, the Agent at the first login should accept the following popup (admin pwd is required):

In this section you can see Mobile App configurations, where you can insert Mobile App Push Gateway, so push gateway address and port (you need to insert YOUR_IP_SERVER:5060)

• SIP section with:

  • SIP Expires: Time in seconds between consecutive SIP registration

  • SIP Port: SIP signalling Port

• Call Forwarding=Unconditional: set this flag if you want your agent can set this feature on the phonebar and insert the chosen forwarding phone number (it can be changed by the agent on the phonebar)

WebRTC Settings include the following parameters:

• TLS certificate and TLS certificate's private key: To use a WebRTC function, you need to have valid SSL certificates (self-signed certificates cannot e used).
  To verify these settings, please check the following configuration:

• WSS Port: Show the port being used by the Bar for WebRTC signaling.

• Enable Settings: Enable an agent to see and modify the settings on the phonebar

• Auto Answer: If enabled, any call to the agent will be automatically answered (default delay time in seconds is asked)

• Enable Recording: Enable an agent to manual recording the incoming calls

• Enable DTMF tones: When enabled, the Agent hears dtmf tones when he dials a number

• Do not disturb during pause: if you enable this feature, the Agent will not be disturbed when on pause

• Ignore agent break status for preview calls: if you enable this feature, the Agent, even if in Pause status, will be able to make a call with the preview mode. The Agent could dial the contact from the Motion Preview button. 

• Ring in Use: Enable this option to allow the system to forward calls to this agent even when busy. If the option is disabled and the agent is already busy, the system will automatically reject any incoming calls.

• Sip Expires: Time intervals in seconds for client SIP registrations

In this section, the admin can give permission to a specific Agent to: 

• General

  • Enable Internal Messenger: Allow/disable the use of the internal messenger on the Agent's Desktop 

  • Messenger sound notification: When receiving a new Internal Message, the Agent will be notified by a sound 

  • Prefix Required: Compel the Agent to choose a service label "prefix" when placing a call 

  • Select Recall Me Campaign: If enabled, the Agent can choose the Motion Bull- Queue Campaign to which the Recall me option will be associated.

  • Reschedule Hopper calls: If enabled, the Agent can schedule and edit the date, time and agent assigned for all the calls in his queue.

• Download Permissions

  • Attachments: Download interactions' Attachments (Chat, email, openchannel)

  • Omnichannel Interactions: Download interactions carried out for each channel (Chat, email, SMS, openchannel, fax, WhatsApp)

  • Voice Recordings: Download recordings of the calls

• Permissions: Enable/Disable Agents to use features and applications.

  • When you create a new Agent, all Modules Permissions are enabled by default.

  • If you disable one or more applications, they will not be shown on the Agent Omni Channel Desktop sidebar.

  • From time to time we release new sections but they will not be automatically applied to previously created Agents: if you want the new modules to be displayed in the menu, check the permissions and for each Agent and enable the section!

Clicking on the Enable/Disable switch will cause immediate changes in the Agent Settings.

From the Client Logs section of the single Agent, you can enable client-side logging for debug and issue troubleshooting.

• Click on the toggle button to enable all Client scopes

• Select the minimum logging level:

  

• click on 

• Enter the e-mail address associated to the login name
  

  

• the agent will receive a link via email. Click on this link and change the password (This link expires in one hour: if the agent cannot use it, it’s necessary to start a new reset procedure). 

This function works only if SMTP service is set properly.

In order to add the agent to one queue you just need to click on the queue name.

You can add more than one queue.

Click on   to add ALL the queues to the agent.