Agent Management
Any new user added to Stratus Agent may act as an agent once certain details have been provided to the system:
- Traits and Agent Responsibilities determine how the system can pool Agents and select them for calls according to their expertise.
- Assigned Duty Profiles allow to define an agents level of responsibility and expertise or different circumstances.
- Once an agent has one or several duty profiles assigned he or she can be selected via the service-assigned Distribution Policy.
Good to know
- Each Agent is also assigned a role (→ see Role Based Access - RBAC) which defines access permissions in the Stratus Agent frontend and configuration backend respectively.
- The use of Organization Units allows that any agent can fulfills various roles, e.g. be Admin in one OU while just inspecting reports or receiving calls in several other services.
- It is important to note that all these aforementioned structures need to be exist for a proper agent setup. While an agent can be created without those elements, selecting it in any System workflow or Service will likely not be possible.
Agent General Information
The "Agents" view is accessed via the sidebar. Upon clicking any existing agent entry (or adding one via '+Add) the 'General information' tab is shown:
This is also the first place where new users are added before assuming the Agent role
Note and Tips
Greyed-out entries and fields in this view mean that the user has been successfully found within and synced with a user directory.
Full screen mode |
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Each agent entry allows for the following settings:
Control Name | Description |
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First Name | First Name of agent. |
Last Name | Last Name of agent. |
Organization Unit | Shows all available Organization Units in the system. The organization unit selected defines a list of not ready reasons that are available for agents belonging to a service. The reasons are also part of Historic Reporting. |
UPN | UPN (Unified Principal Name) of the Agent.
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Email of the Agent. | |
Mobile Phone Number | Used when "Standby Duty" is defined as a calendar event in Opening Hours.
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Skype for Business section | |
SIP URI | SIP URI of the agent. A valid format is: 'sip:agentname@domain.ending'
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Line Uri | Global telephone numbers assigned to an agent. Valid format: |
PrivateLineUri | Local telephone sip Uri assigned to an agent. Valid format: |
Lync Pool Registrar | SfB Server name where an agent is registered. |
Agent section | |
AA Configuration | The list of Agent Assistant configurations available in the system. |
Agent in Lync State 'Busy' is | Two options:
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In Meeting State | Drop-down is enabled when 'Agent in SfB State 'Busy' is ' set to 'Selectable'
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Number of Simultaneous IM | Defines amount of IM tasks which an agent can handle at the same time. The values of the parameter vary from 1 to 9. By default the value is set to 1. |
Show Away as Offline | An agent in 'Away'- Presence State is considered 'Offline' by Stratus Agent and the presence calculation of the services is done accordingly. |
Busy on busy in a call enabled | The 'BusyOnBusy' feature makes it possible for administrators to easily enable or disable agents for secondary call suppression. |
Can login to recording manager | Allows to login to a third-party service to listen to recordings. |
Can use conversation-as-a-service | Allows to enable or disable the 'Call as' feature in Agent Assistant for the selected agent. |
Enable AV Conversation as a Service | Allows to enable or disable 'Call as' feature in Agent Assistant for the selected agent. There are four options:
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Retarget & recording section | |
Retarget Type | The retargeting functionality is used to forward calls\conversations from the Agent to a service. This option can be configured for specific Agent for the following retarget types:
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Retarget Source Filter | The source filter defines the source of a call which Agent want to retarget:
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Request Target | The list of Call Services available in the system, which can be set as a target. |
Recording Type | Types of recording available in the system. |
Retarget private number | Check box is related to Agent's PrivateLineUri (private number):
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Retarget only if in duty profile | The option restricts for the agent retarget filters and makes them apply only if the agent is in duty profile. |
An agent is only selectable for standby duty when this field is defined.