Adding agent profiles

Last Updated : Sep 18, 2026 |
Prolog information
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You can add an agent profile and configure the related settings and features. You can later assign the configured agent profiles to agents and endpoints and use them for vector and dial plan configuration. You can also specify an audio file to play when agents assigned to this agent profile put a call on hold.
Before you begin
Ensure that you added at least one announcement.
  1. On the Configuration Server web portal, go to AdministrationSystemAgent Profiles.
  2. At the top-right corner of the Agent Profiles page, click the Add icon.
    ADDITIONAL INFORMATION:
    Configuration Server displays the agent profile configuration fields.
  3. In the ID field, type the agent profile unique identifier.
    ADDITIONAL INFORMATION:
    You can type a value from 1 to 999.
  4. In the Name field, type the agent profile name.
    ADDITIONAL INFORMATION:
    You can type a maximum of 35 Unicode characters.
  5. In the Time Zone drop-down list, select the required time zone for the agent profile.
  6. In the Music on Hold Source drop-down list, select the name of the appropriate audio file that you uploaded on the Announcements page.
    ADDITIONAL INFORMATION:
    On a call with two participants, the caller can hear the selected audio file when the agent puts the call on hold.
  7. In the Description field, type a short description of the agent profile.
    ADDITIONAL INFORMATION:
    You can type a maximum of 50 Unicode characters.
  8. Configure the required settings.
  9. At the top-right corner of the screen, click Commit.
    STEP RESULT:
    Configuration Server saves the agent profile configuration and redirects you to the Agent Profiles page.
Related links
Adding announcements