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An Agent Group is a also know as an ACD. This stands for 'Automated Call Distribution'. You would have experienced and Agent Group call before when calling into a contact center or call centre of some description. The agent group account plays a welcome message and then places the caller in a queue, further messages and music on hold are then played.
With the pbxnsip IP PBX phone system the Agent Group accounts are included as standard, making it very affordable for the SMB market to enjoy the facilities of major companies at a fraction of the cost.
- Name the Agent Group
- Create Alias Numbers or names
- Assign Agents
- Grant recording privileges to extensions
- Assign a dial plan
- Options to play ringback or music on connection to the Agent
- Configure the gaps between the announcements whilst in the queue
- Assign music on hold
- Automatic fade in and out of music on hold between announcements
- Set the length of time an Agent may recover before taking the next call
- Send IM messages to IP Phones with the status of the queue
- Add caller details to the Address book
- Add CMC details
- Assign a queue manager
- Different Algorithms for calling Agents:
- Random calling of Agents
- Longest Idle Agent first
- Call Agents in the order agents are configured in the group
- Set the ring time stage between adding more Agents into the queue
- Set the number of Agents to add in at each stage of ring time
- Options for calls near the head of the queue:
- After hearing being ringback for x seconds add in additional agents
- After hearing ringback, redirect the call to another account
- If the caller is in the queue for x seconds, redirect the call to another account
- 10 options for user input and moving to another account
- Time based night service flag
- SOAP Interface
- Queue Status URL - fire a XML packet of information on every status change in the queue
- When an Agent becomes available, fire a XML packet using SOAP
