Direct Dial Agents

Direct Dial Agents are the agents with phone numbers. They will not have any login interface or so.

For adding a direct dialing agent we only need to provide a valid phone number of the agent and agent key in which calls will be transferred. To add direct dial agents, you can go to Main > Call Center Setup > Direct Dial .

Agent Key - This Agent Key will act as an identifier to uniquely identify an agent in your Central Account, whether it's dynamic or direct dial agents. You will no longer need to keep three different identifiers for each agent (Email, Username, Mobile number). Agent Key is a 3 to 21 characters string that will be used to uniquely identify the agent. Examples of agent key are AG_01, A(01) etc.

Bulk Add Direct Dial Agents

Now no need to add direct dial numbers one by one.You can directly Bulk Upload direct dial numbers with country code, Agent key and queues to be assigned to them in a .csv file. Follow below steps to add -

1. Click on 'Add bulk direct dial agents'.

2. Select new agents and click on next.

3. Click on next and download the template.

4. Add the agents in the template and save the file.

5. Now select that file and click on upload.

1. You can assign multiple queues (separating it with semi colon in the given cell) while uploading agent through 'bulk add'. So once the agent gets verified, they will get added in respective queue directly.

Update Existing Data -

Using the same interface, you can also Bulk Update existing Agents. On the Bulk Add Agents, select 'Update Existing' mode. There are two strategies available :

1. Append: You can append multiple Queues Append will not affect the current Queues set on the agent. It will just append the Queues.

2. Update: Use this mode to update the Queues and/or Call Recording of the Agents. If you provide any value, it will override and update the old value. If you do not put any value and keep it blank, old values will not be changed. In order to remove all Queues set the Queue value as '-' and it will remove all Queues.