Agents
An agent is a person who answers queue calls. Agents aren't tied to a queue permanently — they log in when they start and log out when they leave, so calls only ever go to people who are actually there.
Adding agents
In the queue's settings, add the extensions that can serve it. Being a member means they're allowed to take its calls; they still need to log in to start receiving them.
Logging in & out
- From the phone — dial *46 to log in, *47 to log out.
- From the browser — the Agent Workspace has login/logout and status at a click.
Availability
Agents can go temporarily unavailable (on a break, in wrap-up) without fully logging out, so the queue skips them but keeps them on the team.
The Agent Workspace
The browser-based Agent Workspace gives each agent a live view of their calls, queue status, and the caller's details as the call arrives — plus buttons for hold, transfer and wrap-up.