Agents

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The agent section has been moved to the user section. In the user section, you can add individual users or perform a bulk upload of users. Add User

Agents Overview

A Supervisor can create and manage agents who are responsible for making and receiving calls. Agents are the key personnel in handling customer interactions and can be assigned specific roles and permissions within the system to ensure efficient call management.

Getting Started with Agents

To go to Agents to your Smartflo account, first log in using your unique User ID and Password. Once logged in, you will be directed to the main dashboard. From there, locate the navigation menu on the left-hand side of the screen and click on "Services." A set of options opens up. One of these options is the “Agents".

List of Agents

The table displays a list of all agents with the following information:

Field	Description
Agent ID	A unique identifier assigned to each agent for tracking and management purposes.
Name	The full name of the agent.
Call Forwarding Number	The Agent phone number where the incoming calls will be routed.
Alternative Numbers	Backup contact numbers for the agent, used for call forwarding or customized routing.
Intercom Number	The agent's 4 digit intercom number for internal communication within the organization.
Time Group	The working hours or shifts assigned to the agent, defining their availability for receiving calls.
Departments	The departments assigned to the agent, enabling call routing based on the department's call routing strategy.
Username	The agent's username used to log in and access the system
Extension Caller ID	The extension Caller ID assigned to the agent for making calls via the softphone.
Agent Status	The current status of the agent (e.g., Active, Blocked, Disabled, Busy, Offline).
Extension Status	The status of the agent's extension (e.g., Registered, Unregistered).
Calls Answered	The total number of incoming calls the agent has answered.
Action	Options to edit, block, delete, or disable the agent from making and receiving calls.

Feature Codes

Note: In order to transfer the call from one agent to another or to an external number, follow the given instructions:

Type of Transfer	Feature Code	Explanation
Blind Transfer	# 1	Transfer the call to another agent without prior notification or introduction (Cold Transfer).
External Blind Transfer (Queue On)	# 4	Transfers the call to an external number while the department's “Use it as Queue” is active.
Attended Transfer	*2	Allows the agent to communicate with the recipient (Agent) before transferring the call.
External Attended Transfer (Queue On)	*4	Transfers the call to an external number after the agent confirms with the recipient (Agent), while “Use it as Queue“ remains active.
Conference Call	*3	Initiates a three-way call between the original caller, the recipient, and the transferring agent to all join the same call, enabling seamless communication between all parties.
IVR Transfer, Department Transfer (Queue OFF)	# 1	Transfers the call to a specific department or IVR when the “Use it as Queue“ is inactive.
IVR Transfer, Department Transfer (Queue ON)	# 2	Transfers the call to a specific department or IVR when the “Use it as Queue“ is active.

Dial feature code (#1, _2, #4, _4) followed by Intercom Number for that agent or external number to whom you want to transfer the call.
Conference Call can only take place after a successful Attended Transfer by dialing *3.
Dial feature code (#1, #2) followed by the five-digit Transfer Code for the IVR to which you want to transfer the call.

Add Agent Groups

To add an agent group, follow the below steps:

Click on the Services tab on the side navigation.
Click on Agents.
Then click on Agent Groups button placed in the top-right corner.
A list of all agent groups is displayed along with the relevant details.

The table displays a list of all users with the following information:

Field	Description
ID	A unique identifier for the record.
Name	The name of the Agent group.
Description	A brief description providing more details about the Agent Group.
Action	Options to view associated agents, edit, or delete the record.

Click on Add New Agent Group.

Enter the Name and Description of the agent group.
Open the Agent group
Select the agents to be added to the Agent group.

Click on Save.

Color Codes

The color codes define Agent Status and Extension Status.

Agent Status

Green: Active

Red: Blocked

Yellow: Disabled

Amber: Busy

Grey: Offline

Extension Status

Green: Registered

Red: Unregistered

Filters for Calls Answered

Click on the days for which you want to filter out the number of calls answered and click on Refresh to get the updated count of calls answered by the agent.