Set up agents

An agent is an extension that's been added to a queue and can take queue calls. Any user with an extension can be made an agent — there's no separate "agent licence" to assign.

Static vs dynamic agents

• Static agents are always part of the queue. They're available to take calls as soon as they're online.
• Dynamic agents have to log themselves in to the queue (and can log themselves out). Use this when you have a shared pool of people who work the queue only during certain shifts.

Add agents to a queue

1. 1

   Open the queue

   In the admin console, go to Call Features → Queue and open the queue you want to staff.

2. 2

   Add the extensions

   On the Members tab, click Add and select the extensions. Mark each one as Static or Dynamic.

3. 3

   Set per-agent options (optional)

   Set a ring priority (lower number = higher priority) and assign skills if you're using skills-based routing.

4. 4

   Save

   Click Save. Static agents start receiving calls immediately. Dynamic agents need to log into the queue from the Drömlik App.