An agent profile is a set of parameters that defines a group of agents, endpoints, vectors, or a dial plan. An agent profile might be a specific contact center area, such as a space, a floor, or the whole building. An agent profile determines what features are applicable for endpoints and agents associated with this profile. If you do not assign an agent profile to an endpoint or agent, the Configuration Server uses the agent profile associated with the network location. The contact center assigns the network location based on the endpoint IP address.

On the Agent Profiles page, you can determine whether the Message Waiting Indicator LED shows new voice messages for an endpoint extension or an agent ID. When the caller leaves a voice message, the LED on the endpoint lights up. You can also specify an audio file for the caller when the agent puts the call on hold. If you configure Music on Hold for a skill, the contact center uses the skill audio source to play to the caller.

You can specify how an agent enters reason codes for going into Aux work mode and for logging out on the Agents page. By default, the contact center uses the reason code settings configured for the agent profile to prompt agents to enter a reason code. For example, if you set Aux Work Reason Code Type to Forced, all agents associated with the agent profile must enter a reason code to go into Aux work mode.

You can associate a specific time zone with an agent profile for the contact center to route calls only within service hours of the contact center. The default time zone is America/New York.

You can later assign an agent profile to agents and endpoints. You can also specify agent profiles when configuring dial plans and vector steps for remote service observing.