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Direct Agent
- Thread starter kroth
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If you're thinking of "direct agent calling" then all you need to do is use agent login ID's that are part of your DID range in your dial plan. (Or create an automated attendant, whichever.) Make sure your FRL's are setup to allow incoming calls to the ID's.
When the agents are logged in, they can receive phone calls when someone dials their agent ID or the extension number of the phone on their desk. Either one will work.
It's best to use the agent login ID for their incoming calls though, as it generates more complete agent reports on CMS. It also allows agent desk sharing, as two or three agents can use the same desk in different shifts and, if the phone is setup for it, message waiting lamps will reflect messages for the currently logged in agent.
Carpe dialem! (Seize the line!)
When the agents are logged in, they can receive phone calls when someone dials their agent ID or the extension number of the phone on their desk. Either one will work.
It's best to use the agent login ID for their incoming calls though, as it generates more complete agent reports on CMS. It also allows agent desk sharing, as two or three agents can use the same desk in different shifts and, if the phone is setup for it, message waiting lamps will reflect messages for the currently logged in agent.
Carpe dialem! (Seize the line!)
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