Agent management applications
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What’s about
This group of blocks can be used in an IVR project to manage the queue status of the Agents who use external phones (softphones, hard phones or mobile phones) instead of the XCALLY Phonebar or the WebRTC.
Below the available actions:
add an agent to all the queues he belongs to (Login)
remove agents to all the queues he belongs to (Logout)
pause agents on all the queues he belongs to (Pause)
end pause agents on all the queues he belongs to (End Pause)
Login
This block allows to add an agent to all the queues he belongs to.
To find the Agent's queues, you need to set the column where the script must search the caller number.
Label: here you can type a short description of the block
Find by, which specifies if the caller number should be found as an:
Internal (as specified in the Agent profile as internal number)
Phone (as specified in the Agent profile as phone)
Mobile (as specified in the Agent profile as mobile)
Exit Arrows
For this block you must create two exit arrows using the following values:
success: the agent has been successfully logged into his queues
failure: the agent has not been successfully logged into his queues (e.g.: agent is not found or for maximum number of agents logged exceeded)
Pause
This block allows to pause an agent on all the queues he belongs to.
To find the Agent's queues, you need to set the column where the script must search the caller number.
Label: here you can type a short description of the block
Find by, which specifies if the caller number should be found as an:
Internal (as specified in the Agent profile as internal number)
Phone (as specified in the Agent profile as phone)
Mobile (as specified in the Agent profile as mobile)
Pause type:
default none
any pause type available on the server
Exit Arrows
For this block you must create two exit arrows using the following values:
success: the agent has been successfully paused to his queues
failure: the agent has not been successfully paused to his queues (e.g.: agent is not found)
End Pause
This block allows to end the pause of an agent to all the queues he belongs to.
To find the Agent's queues, you need to set the column where the script must search the caller number.
Label: here you can type a short description of the block
Find by, which specifies if the caller number should be found as an:
Internal (as specified in the Agent profile as internal number)
Phone (as specified in the Agent profile as phone)
Mobile (as specified in the Agent profile as mobile)
Exit Arrows
For this block you must create two exit arrows using the following values:
success: the agent has been successfully ended to be in pause on his queues
failure: the agent has not been successfully ended to be in pause on his queues (e.g.: agent is not found)
Logout
This block allows to log out an agent to all the queues he belongs to.
To find the Agent's queues, you need to set the column where the script must search the caller number.
Label: here you can type a short description of the block
Find by, which specifies if the caller number should be found as an:
Internal (as specified in the Agent profile as internal number)
Phone (as specified in the Agent profile as phone)
Mobile (as specified in the Agent profile as mobile)
Exit Arrows
For this block you must create two exit arrows using the following values:
success: the agent has been successfully logged out from all the queues he belongs to
failure: the agent has not been successfully logged out from all the queues he belongs to (e.g.: agent is not found)
Agent Management IVR Project
A sample IVR project for Agent Management is available in your XCALLY Motion installation.
It’s ready-to-use and can be easily customized to suit your specific needs.
Let's see how it works:
the Agent calls a specific number from any device (mobile, telephone) belonging to him, specified in his profile (edit/modify an agent)
the Agent enters the IVR and is asked to insert the number corresponding to his choice (Login/Logout/Pause/Unpause)
the remote Agent from now on is managed as one of the local Agents, receiving calls (unless he is in pause) until a log out action is required (repeating the step 1)
If the number used to call the IVR is not recognized, the system plays a failure message.
The Playback files used by this sample IVR are on your XCALLY Motion server: you may need to link them to each block if you are not installing the system from scratch but only updating an existing installation (their ID numbers vary from one server to the other). You find these audio files in the Tools-Sounds section.