This article assumes you are logged into the Manager Portal as a Call Center Supervisor, Site Manager, or Office Manager.

 If you do not know your login name or password, please click here or contact CallHarbor Support.

What is an Agent?

Add an Agent

Edit an Agent

Delete an Agent

What is an Agent?

An agent is an extension, device, or phone number added to a call queue. Agents receive the calls routed to the call queue based on the queue type and the agent's settings in the queue.

Add an Agent

1. Select the Call Queue tab
   
2. Locate the call queue to add agents and click the numbers under the Agents column or click the person icon
   
3. The Edit Agents in <Queue Name> window will popup
   
4. Click Add Agent
   
5. The window is updated to include an Add Agent section
   
6. Select User or Phone for Add Agents By
   User - answering rules for the extension will be checked and followed
   Phone - the device entered will ring directly, answering rules for the extension are not checked or followed.
   
7. Enter the extension of the user or the phone. A phone number can be entered if phone is selected.
   Multiple users, phones, and phone numbers can be entered. If multiple are entered, each agent will receive the settings set in the following steps.
   User - select the extension from the drop-down
   
   Phone - select the correct device(s) from the drop-down
   
   Phone Number
   
   
8. Leave status as Online
   
9. Set Wrap up time and Max Simultaneous Calls. Do not set Max SMS Sessions or Queue Priority for agent
   Wrap up time - the amount of time after a call before another call can be offered to the agent. The wrap up time cannot be skipped and the agent will be considered offline until the wrap up time finishes.
   Max Simultaneous Calls - the max number of calls that an agent can be on at the same time. If set to 1, the agent will not receive additional calls from the queue while on a call. If set to 2+, the agent will receive additional queue calls until they have the max number of calls.
   Max SMS Sessions - do not set, as SMS queues are discouraged from being used
   Queue Priority - do not set, as an agent being set to the same queue priority in different queues can cause the agent to not receive calls.
   
10. Request Confirmation if checked, it will ask the user to 'accept the call' by pressing 1 to be connected. We recommend turning this feature on for phone numbers
    
11. If the queue is a Linear Cascade, Linear Hunt, or Tiered Round-Robin, Order in Linear Hunt/Round Robin will be an option when adding an agent. The order refers to the group number of the agent.
    The queue type will determine how the groups are rung. Please click here to learn about call queue types.
    
12. Once all of the settings are set, click Save Agent. Cancel will disregard the new agents.
    

Edit an Agent

1. Select the Call Queue tab
   
2. Locate the call queue to remove agents and click the numbers under the Agents column or click the person icon
   
3. The Edit Agents in <Queue Name> window will popup
   
4. Click the pencil icon
   
5. The settings for the agent appear at the top of the popup window. Make all necessary changes, then click Save Agent. Cancel will disregard the changes

   

Delete an Agent

1. Select the Call Queue tab
   
2. Locate the call queue to remove agents and click the numbers under the Agents column or click the person icon
   
3. The Edit Agents in <Queue Name> window will popup
   
4. Click the X icon for the agent to be removed
   
5. The system does not ask to confirm the deletion. A 'You have removed <ext> from the Call Queue!' popup will appear across the top