ACD and attendant console

Agents, skills and teams

Create agents or take them over from CUCM or Teams, assign skills and form teams with a supervisor.

EasyUC · Version 4.8.7

In EasyUC: Calling Features → Calls → Agents

Images come from the EasyUC lab. Names and example values provide orientation. A different interface language is indicated beside the relevant image.

What it is for

An agent is a person who signs in at the agent workplace. The agent has a phone number on which the calls ring, and a separate sign-in that is independent of the administrative users of EasyUC.

A skill describes what an agent can handle, for example support or sales. A team groups agents. A supervisor of the team sees the states of the team members at the workplace and can write to them. Agents also receive their phonebooks through the team.

Agents are also the simplest way to provide people for the attendant console: An existing agent can be added there as an attendant and signs in with the same credentials.

Prerequisites

Licence module acd.
Permission: ROLE_APP_ACD_WORKSPACE and ROLE_APP_ACD_AGENTS to view, additionally ROLE_APP_ACD_AGENTS_EDIT to change. Administrators with ROLE_APP_ADMIN, ROLE_OWNER, ROLE_ADMIN or ROLE_SUPER_ADMIN have all rights of the area.
For the takeover from the CUCM: a CUCM connection. For the takeover from Microsoft Teams (only offered without the CUCM module): a Teams tenant with Graph credentials.
For the sign-in with the CUCM password: The agent must exist as an end user in the CUCM.

Step by step: Create a skill

Open Calling Features → Calls → Agents.
Switch to the tab Skills.
Enter Name and, if required, Description, and select a Colour.
Click Add. The skill appears in the list with the number of its agents.

Step by step: Take over agents from the CUCM

Switch to the tab Agents and click Take over from CUCM.
Under Search, enter a name or a user ID and start the search.
Click Take over in the result row. The form is prefilled with ID, name and number, the sign-in is set to CUCM password.
Check the Extension. This is where the call rings.
Set Wrap-up time (s) and click the skills of the agent under Skills.
Click Save.

Step by step: Create a local agent

On the tab Agents, click New agent.

Original view for this guide Go to step 1
The New Agent form contains login, personal details, call destination and skills. This capture shows an unsaved setup dialog.

EasyUC · Lab/demo environment Interface screenshot in German
Set up agents and skills

Define sign-in, the ringing number and responsibilities in one place. The capture shows the initial setup form; the lab has no agents configured yet.
Enter the Sign-in name, for example m.mueller.
Under Sign-in with, select Password or PIN (digits only) and enter the password (at least 8 characters) or the PIN (4 to 12 digits).
Enter First name, Last name, Extension and, if required, E-mail.
Leave Origin at Local.
Set Wrap-up time (s), select the Skills and leave Active switched on.
Click Save.

Step by step: Form a team with supervisor and phonebook

Switch to the tab Teams and click New team.
Enter Name and, if required, Description, and select a Colour.
Under Members, click the agents: once for member, twice for supervisor, three times to remove.
Under Phonebooks, click the phonebooks that the members are to see at the workplace.
Click Save.

Fields and options

Fields and options
Field / action	Meaning and use
Sign-in name	Required. Name with which the agent signs in.
Sign-in with	Password, PIN (digits only) or CUCM password. The third option exists only with origin CUCM; it is then fixed.
Password / PIN	Required when creating. Password at least 8 characters, PIN 4 to 12 digits. Leave empty when editing to keep the value. With the CUCM password, nothing is stored; the entry is checked against the CUCM at every sign-in.
First name / Last name	Display name of the agent.
Extension	Phone number on which calls for the agent ring.
E-mail	Optional.
Origin	Local, CUCM or Microsoft Teams.
ID in the source system	Only with origin CUCM or Teams: user ID in the CUCM or UPN in Teams.
Wrap-up time (s)	0 to 300. Time after a call during which the agent remains in the wrap-up state.
Skills	Assigned skills. Multiple selection.
Active	A disabled agent cannot sign in and appears with the addition disabled.
State (list)	Available, On a call, Wrap-up, Away, Logged out.
Sign out (list)	Signs out a signed-in agent from the administration.
Team: Members	Role change by click: member, supervisor, removed.
Team: Phonebooks	Only members of an assigned team see the phonebook at the workplace.

Check the result and narrow down errors

The agent is in the list with origin, number and skills. After the sign-in at https://<server>/admin/agent, the state changes from Logged out to Available.
Die Anmeldekennung fehlt. (the sign-in name is missing) Required field.
Dieser Agent meldete sich mit seinem CUCM-Kennwort an. Ohne CUCM bitte ein Kennwort oder eine PIN vergeben. (this agent signed in with the CUCM password; without CUCM, assign a password or a PIN) Appears when the origin is changed from CUCM to Local.
Saving failed. or a message from the server, for example when the sign-in name is already assigned.
The search during the takeover returns Nothing found.: Check the search term. If a message from the source is shown there instead, CUCM or Graph is not reachable.
An agent sees no phonebook at the workplace: The agent is in no team, or no phonebook is assigned to the team.
A supervisor does not see the tab Team: The supervisor is entered in the team only as a member. Click the supervisor a second time in the team.
The distribution of calls to agents through the block Agent (Skill) depends on the state of the media runtime. On this, read the section "What the runtime executes" in chapter "Call flow: all blocks".