Follow the procedure below to add a Virtual Contact Center agent.
If you have created users already, you can edit their user profiles in Account Manager to make them Virtual Contact Center agents. Alternatively, you can create new user profiles for Virtual Contact Center agents.
To create a user profile:
There are two types of Virtual Contact Center Agent Primary Extension numbers:
Note:Virtual Contact Center dedicated extensions do not support emergency calling.
With either extension type, anyone calling an agent’s extension or DID number receives Virtual Contact Center channel treatments as defined by the agent’s channel script(s).
To assign a physical extension to a user profile:
Note: You can also create a new user profile under Phone System > View All Extensions > Manage Extensions > Edit Extension, but for best practice, go to Accounts > User Profiles to create a user profile, and then go to Phone System > View All Extensions to assign a physical extension to the user profile.
If you have an existing user who is not a Virtual Contact Center agent, you can edit the agent's user profile to make it a Virtual Contact Center agent profile.
After you mark a user as a Virtual Contact Center agent and assign an extension to the agent's user profile, you need to configure properties for the agent in Configuration Manager. Agents created in Account Manager show up in Configuration Manager and under Users. A default group, called ungroup, is assigned to all agents. You can create a new group later and use it instead of the default group.
To configure user account properties:
Note: The First Name, Last Name, Email Address, Username, Password, and Login ID fields are inherited from the user profile in Account Manager. You cannot edit them here.
Note: In the Channels and Scripts linked to this Agent table, if the extension number is a physical extension (such as 3002), both Public Number and PBX Number appear in the table. However, if the extension number is a virtual extension (such as 6002), none of those fields are populated in the table, since there is no corresponding DID assigned to the extension number.
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