🔧 How-to Guides
📞 Contact Center Guide
📲 Inbound Call Center Guide
📘 Administrator Guide
📈 Enhanced Call Queue Setup
🛠️ Agent Management
📞 Allow Agents to Manage Their Status via IP Phones

📞 Allow Agents to Manage Their Status via IP Phones

This topic describes how to set up agents' IP Phones to enable them to monitor and manage their status in a specific queue using the BLF keys and indicators on IP phones.

Prerequisites

Ensure that the IP Phones are connected to IZT Cloud Voice and you have administrated or added extensions and features to the agents' extensions.

Step 1. Set up function keys for agents' extensions

  1. Log in to the PBX web portal, go to Extension and Trunk > Extension.
  2. Select the desired extension and click Edit.
  3. In the Function Keys tab: a. Configure the function keys for the agents:
  • Select the checkbox of Bulk Edit.
  • Set the Bulk Edit function to login or logout, set to pause or unpause.

Function Keys for Agent

  1. Click Save and Apply.

Step 2. Apply the configuration to agents' IP phones

  1. Go to Auto Provisioning > Phones.
  2. Select the phones assigned to the agents and click Reprovision.

Bulk Reprovision

  1. In the pop-up window, click OK.

Result

Agents can monitor and switch their status in the specific queue using the BLF keys and indicators on the IP phones.

BLF KeyLED StatusDescription
Log in/log outSolid GreenAgent has logged out or in to the queue using the BLF key.
Pause/unpauseSolid RedAgent has paused or unpaused standby status for queue calls.
🔢 Allow Agents to Manage Their Status by Dialing a Feature Code📋 Set up Queue Managers