External Agents Tipology
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Overview
The external agents will be able to login, logout, pause/unpause from the Web Interface.
Administrators can enable the Hot Desk feature for specific agents. This allows an agent to log in from any compatible workstation without being tied to a fixed location.
When the Hot Desk feature is enabled for an agent, they will be prompted to select a telephone device during the login process.
A dropdown menu will display all available and pre-registered telephones.
Agents must click the down arrow to view the full list of devices.
Only telephones that have been previously configured will be shown.
Edit External Agent
Hot Desk Feature
If you enable the Hot Desk Feature, under Account → Personal info:
At login, agents will see a list of available registered telephones.
They can choose which device to associate with their session.
Only pre-configured telephones will appear in the selection list.
Interface selection FROM VERSION 3.57.0
When an external agent logs in — and Hot Desk is disabled — the system displays an interface selection screen. The agent can choose where to receive calls: the default Internal interface, a Phone device, or a Mobile option if available.
If hotdesk option is enabled, the dropdown will not appear, and the standard hotdesk procedure will be followed.
Voice
The Voice section displays settings related to the agent's SIP (Session Initiation Protocol) client configuration. These parameters control how the agent interacts with telephony infrastructure, including call behavior, media handling, and security.
Transport: Set the default transports in order of preference. Use:
udp/tcp/ws/wss/tls (according to the external phone used) if the used Phone is External
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 explore ChanSpy documentation)
Video support: this option enable the H264 video codec. In any case, the video channel is not supported
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
Other Channels
Permissions
Client Logs