Currently, when adding agents to a call queue you are adding the device, not the user. This means if a user wants to the call queue to ring their desk phone, mobile app, and webphone you would need to add 100, 100m, and 100wp to the queue. While this is option is still available, V42 allows agents to be added to a call queue per user. When adding an agent to a queue as a user the call will follow the user's answering rules. This setup can make your call center much cleaner and easier to manage for you and your customer.
To enable the add by agent feature to existing accounts you will need to add the UI config below to their domain. We have also listed additional UI configs that are associated with the new feature. Later in this course we will cover the new and easier way to add UI configs to your accounts through the manager portal.
UI Parameter: PORTAL_CALL_QUEUE_AGENTS_BY_USER
Values: yes, no
Default: no
Description: This will enable or disable the ability to add agents to a queue by user/extension. This is a new option in v42 which will allow the hunt group to follow the forward and sim ring answer rules of a user to find device(s) to connect to. This option simplifies the supervisor view as each agent will only be shown once even if they have multiple agents.
UI Parameter: PORTAL_CALL_QUEUE_ALLOW_AUTO_CONVERT
Values: yes, no
Default: yes
Description: If enabled portal will show a “Convert Agents” button to allow the portal to assist in the conversion of agents from phones to users. The button will NOT show if no phone-based agents are in the queue regardless of this setting
UI Parameter: PORTAL_CALL_QUEUE_AGENTS_BY_DEVICE
Values: yes, no
Default: yes
Description: This will enable or disable the ability to add agents to a queue by device. This was the only option prior to v42. Even if disabled we will still show the option if there are exiting device-based agents in the queue to make sure they are not broken and are editable.
UI Parameter: PORTAL_CALL_QUEUE_AGENTS_ADD_DEFAULT_USER
Values: yes, no
Default: yes
Description: This setting ,if enabled, will default to the newer option of dispatching by user. If only one of PORTAL_CALL_QUEUE_AGENTS_BY_DEVICE or PORTAL_CALL_QUEUE_AGENTS_BY_USER is enabled the option will be disabled, but if both are enabled then this option will set the User as default if enabled, Phone if disabled.