Managing the media types an employee can handle

Employees handle media through their associated agents. The General tab of an employee contains buttons representing each media type that has a configured media server. When a button is selected, an agent of that media type is automatically created and associated to the employee. The following table contains an explanation of which buttons correspond to which media type.

Table 1. Media Buttons

MEDIA TYPE

MEDIA BUTTON

Voice

Chat

Email

SMS

Open Media

Note:

Employees must be licensed to handle non-voice media. See "Configuring employee licensing" and  "Licensing requirements for employee multimedia capabilities".

When you remove the employee's ability to handle non-voice media, the employee's agents are made historical. Historical agents are disabled for real-time monitoring and data collection. If the employee is re-enabled to handle thatnon-voice media, then their agent will be made active again. Multimedia agentsAgents can be deleted to be removed entirely from the system.

Note:

Failover media servers for voice agents must be configured on your telephone system and synchronized into YourSite Explorer. Workgroup does not support Contact Center resiliency. You cannot program failover media servers for ACD agents and extensions.

The following procedures explain how to:
  • Enable an employee to handle voice media
  • Edit an employee’s voice agent
  • Enable an employee's voice agent for external hot desking
  • Enable an employee to handle voice media using an existing agent
  • Remove a voice agent from an employee
  • Enable an employee to handle multimediaa media type
  • Remove an employee's ability to handle multimediaa media type
  • Delete a multimedia agentan agent

The following configuration takes place in YourSite > Employees.

To enable an employee to handle voice mediaa media type
  1. Select an employee and click the General tab.
  2. Under Devices, click the Voice buttonmedia button to select which media this employee can handle.

    A voice agent and extension are automatically created for the employee.

    By default, the extension type is voice softphone, which emulates a 5020 IP set.

    For information on configuring extensions for employees, see Managing employee extensions and Account Codes for employees

    By default, the extension reporting number/dialable is populated with the employee’s business phone.

  3. Optionally, change the agent’s First name.
  4. Optionally, change the agent’s Last name.
  5. Optionally, after Agent login ID, enter the reporting number for the voice agent.
  6. After Media server, click the Browse button.
  7. Select a media server and click OK.
  8. If you want to disable real-time monitoring and data collection for this agent, select Disable real-time monitoring and data collection on this device.
  9. If a 3300 media server was selected, after COS, select a Class of Service from the list.
  10. If a 3300 media server was selected, optionally, after COR, select a Class of Restriction from the list.
  11. Select a media server and click OK.
  12. Click Save.
  13. Click Save.
To edit an employee’s voice agent
  1. Select an employee and click the General tab.
  2. Under Devices, click the down arrow beside the Voice button and click <agent ID> > Edit.
  3. Edit the agent’s fields.
  4. Click Save.
  5. Click Save.
To enable an employee’s voice agent for external hot desking
  1. Select an employee and click the General tab.
  2. Under Devices, click the down arrow beside the Voice button and click <agent ID> > Edit.
  3. Select External hot desk user enabled.
  4. After External dialing prefix, type the dialing prefix for the device to which calls will be routed.
  5. After External dialing number, type the dialing number for the device to which calls will be routed.
  6. Click Save.
  7. Click Save.
To enable an employee to handle voice media using an existing agent
  1. Select an employee and click the General tab.
  2. Under Devices, click the down arrow beside the Voice button and click Associate existing voice agent.
  3. Select an unassigned agent and click OK.
  4. Click Save.
To remove a voice agent from an employee
  1. Select an employee and click the General tab.
  2. Click the down arrow beside the Voice icon and click <agent ID> > Delete.
  3. Select the delete option:
    • Make the device historical—sets the agent as historical, but leaves it associated to this employee
    • Disassociate the device—disassociates the agent so it can be used with another employee
    • Remove the device from the system—deletes the agent
  4. Click OK.
  5. Click Save.
To enable an employee to handle multimedia
  1. Select an employee.
  2. Under Devices, click the media button to select which media this employee can handle.
  3. Click Save.
To remove an employee's ability to handle multimediaa media type
  1. Select an employee.
  2. Under Devices, click the enabled media button.
  3. Click Save.
To delete a multimediaan agent
  1. Select an employee.
  2. Click the down arrow beside the media button and click Delete.
  3. Click Save.
Parent topic: Adding employees
Parent topic: Adding multimedia capabilities to employees
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