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Several Agents - One Extension

Several Agents - One Extension

Several Agents - One Extension

Hi, im taking my first steps on Nice Administration, so far so good, but im facing thos problem

How do i configure several users with the same Extension, according to the documentation its ok to do that, but i dont know how to create 2 diffrente agents, using AgentID as authentification method, and associate both agents to the same extension

Agent ID
Each agent (trader) must have a unique Agent ID for NICE Interaction Management, separate
from the Windows ID. An agent ID cannot be more than 32 characters. Agents must log in at the
beginning of their shift and log out at the end of their shift. Login can be done via the agent’s
telephone receiver or computer screen. Once an agent logs in, all interactions made from that
telephone and/or computer are attributed to the agent until logout. In sites with more than one
switch, an agent can have more than one Agent ID.
In some sites, the Windows username is used for agent identification. The agent logs in to
Windows and is automatically identified by NICE Interaction Management. In this case, when
defining an agent in the Users Administrator, enter the same unique ID in both the Windows User
Name and the Agent ID fields.
Agent ID is popular in contact centers where many agents are using the same station on different
shifts and where one agent may work from a different station on each shift.
Each agent is assigned a single telephone extension. All interactions via the extension (telephone
and screen) are attributed to agent.
Extension identification is popular in banks and on trading floors where agents always work from
the same location. An extension ID cannot be more than 20 characters.

Thanks in advance!!!

RE: Several Agents - One Extension

Hi cerouno.

Basicly you need to configure agent with an agent ID. When the agent wants to use the phone he or she needs to log on and this will asosiate the agent id to the extention.

Regards Johan

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