Configuring Agent Login ID using Communication Manager

Last Updated : Jan 10, 2024 |

About this task

Use this procedure to configure Agent position IDs.

Note:

Using Communication Manager, you can configure the auto answer setting on the agent or on the station. If enabled for the agent, this overrides the station setting. To use the station setting, ensure that the agent Auto Answer setting is set to station.

To use auto answer, the station must be in a service state of in-service/off-hook.

Procedure

  1. Using an SSH client: connect to the Communication Manager System Access Terminal (SAT) interface.
  2. Run add agent-loginID next or add agent-loginID n.

    n is based on the individual Communication Manager dial plan.

  3. On page 1 of the AGENT LOGINID screen, perform the following steps:
    1. In the Login ID field, enter the login ID of the agent based on the individual Communication Manager dial plan.
    2. In the Name field, enter a representative name for the Agent.
    3. In the Auto Answer field, configure the setting to one of the following values as required for your solution: all, acd, none, or station.
  4. On page 2 of the AGENT LOGINID screen, perform the following steps:
    1. In the Direct Agent Skill field, enter the Hunt Group number that you created.
    2. In Row 1, type the previous Hunt Group number in the SN field and type 1 in the SL field.
  5. Save the settings.