There may be situations where you need to schedule agents as virtual agents, or Telagents. For example, you might have agents who need to work off-site for certain periods and not have access to the CCA during such times. You might also have employees who need to remain mobile throughout their shift but will have access to a telephone. This article explains how to schedule Telagents.

Note: you can assign the same Telagent to multiple schedules. In this case, the Telagent will be logged in once, unless they are assigned to different phone extensions. If you assign different extensions to the same Telagent, they will be logged in multiple times.

To schedule a Telagent:

  1. Navigate to the Scheduled Telagents page by selecting Configure > General > Scheduled Telagent. SchTelagents

  2. Enter information about the new schedule as follows:

    1. Schedules: Click Add to create a new schedule.

    2. Name: Enter a name for the new schedule.

    3. From and To: Enter the dates when the schedule should start and end. NewSch

  3. In the Applicable Hours tab, select the days and hours when the calls should be diverted to the Telagents.
    Note: duration indicates the length of time that an agent will be logged on as Telagent. In the image below, agents are scheduled as Telagents on Monday, Wednesday, and Friday. On Mondays, Telagents will be signed in from 8:00 AM to 12:00 PM (a duration of 4 hours). On Tuesdays, Telagents will be signed in from 1:00 PM to 5:00 PM (a duration of 4 hours). On Fridays, Teleagents will be signed in from 9:30 AM to 6:00 PM (a duration of 8 hours and 30 minutes). ApplicableHours
  4. In the Agents tab, select the agents and telephone numbers that will be scheduled as Telagents.

    1. Phone Ext: Enter the extension that matches the number where the agent will receive voice calls. The extension entered here should match an extension in the Phonebook. (For more information about extensions and the Phonebook, see Phonebook.)

    2. Agent: Select the agent that will be signed on as Telagent.

    3. Click Add Agent and continue adding agents if necessary. AddAgent

You can also update or delete existing telagent schedules.

To update or delete an existing telagent schedule, do the following:

  1. From the Schedules list, select the name of the schedule you want to delete or update.

  2. Do one of the following:

    1. If deleting, click DeleteDelete

    2. If updating, make all necessary changes (From/To dates, Applicable Hours, or Agents), and then click UpdateUpdate

For more information on Telagents, see Telagents - The Virtual Agents.