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Members

Any users in the hosted PBX can be added to the Call Center. They must be added first as members and then can be assigned to queues as agents.

Add members to Call Center

  1. Go to Call Center > Members > Manage Members
  2. Select the PBX user(s) that you want to add to Call Center.

  3. Select the "Role" dropdown and choose Agent or Manager

  4. Click Add as Members and they will appear in the column on the right.

Enable call recording per member

After a member is added, they will appear in the main members list. From here, admins can enable or disable call recording at the user level. Alternatively, admins can enable call recording at the queue level in queue General Settings.

Add skills to member

If you have a skills-based routing strategy (loose or strict), you must define skills in the call center and then assign them to the appropriate agents.

Note

Skills are added to the call center globally and whether they are implemented or not depends on the routing strategy per queue.

  1. Go to Call Center > Members > Manage Skills
  2. Select the PBX user(s) that you want to add to Call Center; you can bulk assign skills by selecting more than one user

  3. Select Add Skills, if there are no skills to add, you must create a new skill using the Skills Tag Editor

Create a new skill

Before you start adding skill tags to agents, you must define the types of skills that you want to create and the rules or criteria that should apply to those skills. Skills can be created based on incoming caller or callee ID name and/or number and can be used for many reasons, for example:

Incoming callee ID name or number

  • Create a skill based on the number or extension that the caller dials (the callee) to direct them to specific support services callflows
  • Create a skill based on the phone number for sales to direct the caller to the sales department

Incoming caller ID name or number

  • If you have multiple direct dial in (DDI) numbers that point to the same queue, create a skill based on the number that the the caller actually dialed from
  • Create skills based on area codes from different countries to match language specialists

  • Create skills based on calls from large accounts to specific account managers

  • Go to Call Center > Members > Manage Skills

  • On the top right, select Skills Tag Editor

  • Create a skill tag to assign a call based on incoming caller or callee ID name or number.f

  • Add a skill tag name to describe the skill.

  • Set operator rules as shown to match values.

  • If required, set multiple rules for each skill; multiple rules is useful, for example with multilingual users, because you can assign multiple country codes.

    • If there are multiple rules and skill is set to match “All”, then all of the rules must match before routing to that agent.
    • If there are multiple rules and skill is set to match “Any” then any of the rules can match to route to the agent.

  • Click Save Changes

Example Caller ID

You want to enable callers from France to reach an agent who speaks French. Create a skill called "French" with the rule that Caller ID equals the country code +33.

Example Callee ID

You want to enable caller who dials the technical support extension to reach certain agents. Create a skill called "Technical" with the rule that Callee ID equals {extension number} 8004 in our example.