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Agents are human or virtual, and they appear in one list distinguished by a badge — because a caller dialling an extension cannot tell which answered, and mostly should not need to.

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A team is three things at once

This is the page’s one genuine trap. A team is:
  1. A roster. Who takes a dialler campaign’s calls.
  2. A budget. A team can be cut off while the organisation still has credit.
  3. Part of what a login can see. A supervisor’s scope is their teams.
Moving an agent between teams therefore moves their call costs and their colleagues’ visibility, not only their campaign work. It is the right behaviour of the model, and it is not what somebody staffing a campaign expects — so the roster dialog says so.

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Staffing a team

Add somebody to a team and give them a skill level from 1 to 10. The level is the team’s own rating of that person; it is not the same number as a queue member’s priority, which decides who a waiting call is offered to first and is set on the queue. Rostering a team needs teams:write, which an organisation admin holds and a supervisor does not. A supervisor rosters queues, not people. Somebody can be on more than one team, and a supervisor who runs several sees all of them as one scope.

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The budget

A team can carry an amount and a period — daily, weekly or monthly. Type the amount exactly as you mean it; it is kept as typed, because parsing a budget to a number and back would round it before it ever reached the ledger. Where a budget applies, it is a second limit alongside the organisation’s balance, and the more restrictive of the two wins. A prepaid call is allowed only as many seconds as the remaining budget will pay for, and where the team is what stopped it the refusal says so rather than reporting insufficient credit against a balance that is plainly healthy. Calls that cost nothing are outside it entirely: an internal call, or one over a carrier the organisation owns, is never rated, so no budget applies.
A budget does not act on its own yet. Enforcement reads a budget period covering today, and nothing in the product creates one, so an amount typed here is stored, shown and not applied. Treat it as a figure you are tracking until that changes.

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Presence is declared, not guessed

Three different facts sit behind the word “available”, and the directory shows all three side by side: Only the person can declare their own presence, and it survives a disconnection because it is stored. Whether somebody is on a call is never stored: a saved copy is a lie waiting for a crash. On a call wins over the declaration, because somebody who forgot to come back from a break is still on the phone.

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Virtual agents

A virtual agent has a profile rather than a handset — see virtual agents. It can hold an extension, so a caller reaches it by dialling; it can also have none at all, which is the shape a campaign-only agent takes. Nothing downstream — queues, campaigns, routing, billing, call records — assumes an agent is a SIP extension.

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PINs

An agent signs in at their extension with a PIN. Set or reset it here; the agent is required to change one that was set for them at first sign-in.