ID

The unique identifier of the agent profile. You can type a value from 1 to 999.

Name

The agent profile name. You can type a maximum of 35 Unicode characters.

Time Zone

The time zone of the agent profile. The default time zone is America/New York.

Music on Hold Source

The name of the announcement that the contact center plays to the caller when the agent puts the call on hold. You can configure announcements and upload appropriate audio files for Music on Hold on the Announcements screen.

Description

A short description of the agent profile. You can type a maximum of 50 Unicode characters.

Aux Work Reason Code Type

Determines how agents enter reason codes for entering Aux work mode.

The options are:

• Forced: The agent must enter a reason code for entering Aux mode.

• Requested: The agent can enter a reason code for entering Aux mode.

• None (Default): The agent cannot enter a reason code for entering Aux mode.

Minimum Agent PIN Length

Specifies the minimum length of the agent's PIN. The value range is 4 through 13. The set value determines the minimum length of the agent's PIN that you configure on the Agents screen.

Message Wait Lamp Indicates Status For

Determines whether the message waiting indicator on the endpoint indicates a new voice message for the endpoint extension or agent login ID.

The options are:

• STATION (Default): The message waiting indicator on the endpoint indicates a new voice message for the endpoint extension.

• AGENT: The message waiting indicator on the endpoint indicates a new voice message for the agent login ID.

Maximum Agent Occupancy Aux Work Reason Code

Specifies a reason code for moving an agent to Aux mode when the contact center reaches 100% agent occupancy. You can select one of the Aux work reason codes configured on the Reason Codes screen of the Contact Center tab.

By default, the contact center uses Reason Code 0.

Logout Reason Code Type

Determines how agents enter reason codes to log out.

The options are:

• Forced: The agent must enter a reason code for logging out.

• Requested: The agent can enter a reason code for logging out.

• None (Default): The agent cannot enter a reason code for logging out.

Clock Time Forced Logout Reason Code

Specifies a reason code for logging out an agent at the end of the shift. You can select one of the logout reason codes configured on the Reason Codes screen of the Contact Center tab.

By default, the contact center uses Reason Code 0.

ACW Agent Considered Idle

Determines if agents in ACW mode are considered idle. To remove agents in ACW mode from the MIA queue, clear the ACW Agent Considered Idle check box.

By default, this option is selected.

ACW Forced Logout Reason Code

Specifies a reason code for logging out an agent when the After Call Work timeout expires. You can select one of the logout reason codes configured on the Logout Reason Codes screen of the Contact Center tab.

By default, the contact center uses Reason Code 0.

Direct Agent Announcement

Specifies an announcement the contact center plays to the direct agent caller waiting in the queue. You can select only one announcement.

Direct Agent Announcement Delay (secs)

Specifies a delay period during which a direct agent caller hears silence before listening to a direct agent announcement. To immediately play the direct agent announcement, set Direct Agent Announcement Delay (secs) to 0.

The value range is 0 through 99.

Redirection on No Answer Aux Work Reason Code

Specifies the reason code for moving an agent to Aux mode when an agent cannot answer the call or a server fails. By default, the contact center uses the reason code 0.

Redirection on IP Failure Aux Work Reason Code

Specifies the reason code for moving an agent to Aux mode when an agent cannot answer the call due to an IP failure. By default, the contact center uses the reason code 0.

AUX Agent Considered Idle (MIA)?

Determines whether the contact center considers the Aux agent idle. If you select the check box, the contact center adds an agent to the MIA queue.

By default, this option is not selected.

AUX Agent Remains In LOA Queue?

Determines whether the contact center adds the Aux agent to the LOA queue.

By default, this option is not selected.

Agent/Caller Disconnect Tone

Determines whether the service observer hears a disconnect tone when an agent or caller ends a call. Agents also hear a disconnect tone when the caller ends the call first. The contact center plays different disconnect tones when agents or callers end the call.

By default, this option is not selected.

Service Observe Warning Tone

Determines whether the participants in a call hear a warning tone when an observer monitors the call.

By default, this option is not selected.

MCT Recording

Enables the recording of the calls that the agent or UC user reported as malicious.

By default, this option is not selected.

Voice Mail Server

Specifies the voice mail server used for sending the malicious call recordings.

Use Agent/Station ID for MCT?

Determines if the contact center sends the malicious call recordings to the user mailbox.

By default, this option is not selected.

Mail Boxes in Pool

Specifies one or multiple mailboxes to which the contact center sends the malicious call recordings. This field is available only if you do not select the Use Agent/Station ID for MCT? check box.

Type the mailbox account numbers separated by a comma. You can type up to 250 characters.

Internal CDR Enabled

Enables CDR for internal calls for agent profile. This configuration is effective when the global CDR configuration for Internal CDR Setting is set to Use Profile Setting.

This setting does not impact CDR reports for incoming and outgoing trunk calls. The agent profile settings for the agent do not override the agent profile settings for the endpoint.