External SIP phone Agent
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Overview
When the agent is configured with an External Typology, the following behavior applies:
Telephone interactions are handled through external or softphone systems.
All other tasks—including omnichannel interaction handling, contact management, dashboard usage, and agent status actions (login, logout, pause)—are performed through the Omni Desktop Interface.
Agent Omni Desktop Interface View with External or Softphone Integration
Hotdesk Feature
The Hotdesk feature allows agents to share external telephones without being assigned a dedicated device. This is especially useful in contact centers that do not assign fixed seating to agents.
When using Hotdesk, agents must associate a telephone with their session each time they log in—typically based on the seat or location they are using.
The agent must be configured with the External Typology.
The administrator must enable the Hotdesk feature in the agent's account settings under the Staff section.
When this option is enabled, the agent will be prompted at login to select one of the available registered telephones from a drop-down list (click the down arrow to view all options).
Only telephones that are properly configured and currently available will be shown. A telephone will not appear in the list if it meets any of the following conditions:
It is already in use by another agent.
It is marked as busy due to an agent not logging out correctly.
It is not registered in the Asterisk system.
If no telephones are connected, the agent can view and select all telephones.
Report Call Table
When the Hotdesk feature is enabled, agents are associated with a specific external telephone, which can be different at each login.
To ensure accurate reporting, agents must dispose of calls using the Omni Desktop Interface. Here's why:
If the agent ends a call without disposing of it via the Omni Desktop Interface, the system records the telephone ID as the user ID in the Report Call Table.
As a result, the call is not associated with the agent and will not appear in the agent’s Voice Calls section in the Omni Desktop Interface.If the agent ends a call and disposes of it using the Contact Management feature in the Omni Desktop Interface, the system records the agent ID as the user ID in the Report Call Table.
In this case, the call is correctly associated with the agent and will be visible in the agent’s Voice Calls section.
Remote Access to XCALLY Voice Queues
Agents can access shared voice queues in XCALLY Motion using a remote telephone or mobile phone.
Using the Agent Management IVR Project Blocks, agents can:
Log in and log out
Set their status to Pause or Unpause
Receive incoming calls while working remotely
This allows agents to manage their queue participation and call handling without requiring access to the Omni Desktop Interface.
Explore documentation about it at this link