Configuring External Agent Settings

  • You must have Modify rights to External Agent Service.

  • You must have rights to create or to modify extensions.

  • You must have rights to view built-in IVRs.

You use this procedure to configure the system-wide external agent settings.

For information about configuring the external agent function for users, see External Agent Function.

  1. On the System Configurator main screen, choose System Services > External Agent Settings.
  2. Choose Basic Settings
  3. Configure the settings according to the following table.

    Field

    Function

    Max. Answer Waiting Time

    Enter the maximum time for the external agent to answer the phone. The default value is 30 seconds.

    Time Added to External Agent's Last Connection Time

    Enter a time value that defines the time external agents remain in the not-ready status when they reject a queue call. The default value is 120 seconds.

    The option Activate Not-Ready Status After Rejecting Contact in Queue Management > Queues > Client Settings must also be selected when this setting is used.

    Require Confirmation

    Select this option if you want that the external agent is asked to accept the allocated call before connecting it. The external agent can accept the call with the Accepting Character or reject it with the Rejecting Character or by hanging up the call.

    If this option is selected, the confirmation also applies to personal calls that are called to the external agent’s extension number.

    Accepting Character

    Enter the DTMF character used for accepting the call. This setting requires that the Require Confirmation option is selected. The default value is the pound key (#).

    Max. Waiting Time for Confirmation

    Enter the maximum time for the external agent to accept the allocated call. This setting requires that the Require Confirmation option is selected. After this time the call is offered to other agents. The default value is 15 seconds.

    Rejecting Character

    Enter the DTMF character used for rejecting the call. This setting requires that the Require Confirmation option is selected. The inbound call is also considered rejected if the agent hangs up after the software asks for acceptance. The default value is an asterisk (*).

  4. In the External Agent IVR Numbers block, enter the IVR number to which users call to manage their queue logons and logoffs.

    The users can also change their external agent number in the IVR.

    The number must be within the built-in IVR number range. To check this, use the Number Viewer tool.

    Note: Make sure you don't use any national emergency number as an IVR, a user, or a queue number.
  5. Save your entries.