External Typology

When the Agent is set as an External Typology:

• Telephone calls are managed using external or soft phones;

• Other activities (omni channel interactions exchange, contacts management, dashboards, etc.) and status (login, logout, pauses) are managed in the Omni Desktop Interface.

Agent OmniDesktop Interface view using External or Soft Phones:

Open

Hotdesk Feature

The Agents can also share external telephones, using the Hotdesk configuration.

Agents do not have a dedicated telephone and this is useful when the contact centre doesn’t assigned seats to Agents. So each time an Agent login, he has to associate the telephone he intends to use, for example depending on the seat.

To use the Hotdesk Feature, the Agent must be External Typology and the Admin must activate the feature from the specific Agent Account settings (Staff section):

Open

If this option is set to on, at login time the Agent will be able to select which one of the available registered Telephones he wants to be associated with (click on the down arrow to see the complete list. Telephones must already be configured). When a phone is not available (already in use by another agent, or busy due to an agent who hasn’t correctly logged out, or not registered in Asterisk), it does not appear on the drop-down phone list.

Report Call Table

When using the Hotdesk feature, the Agent is associate to an external specific telephone, that can be different at each login.

To properly match the Agent with calls that he managed, he must dispose them by the Omnidesktop Interface. Let’s see why:

• If the Agent hangups calls without dispose them, the telephone ID will be considered as user ID in the Report Call Table. Thus, those call won’t be associated to the Agent and won’t be visible in the Agent’s Voice Calls section in the Omnidesktop Interface.

• If the Agent hangups calls and dispose them through the Contact Management feature, the Agent ID will be considered as user ID in the Report Call Table. Thus, those call will be associated to the Agent and will be visible in the Agent’s Voice Calls section in the Omnidesktop Interface.