Monitor and Switch Agent Status on an IP Phone

This topic describes how to set up function keys on agents' phones to monitor and switch agent status.

Background information

There are two ways to monitor and switch agent status:
  • Function key: For agents who want to monitor their own status in a specific queue on their phones, you can set a function key for each agent by auto provisioning.
    Note: Agents can also set function keys on their own IP phones. For more information, contact the phone manufacturer.
  • Queue Panel: If you have activated Call Center service, agents can monitor and switch their status on queue panel.For more information, see Call Center Console User Guide.

Procedure

Assume that an agent Sunmy wants to monitor and switch her status in the "Support" queue on IP phone.

You can set two function keys for the agent Sunmy as follows:

  1. Assign function keys for the agent.
    1. Log in to PBX management portal, go to Extension and Trunk > Extension, edit the agent's extension.
    2. Click the Function Keys tab.
      Note: Function Key feature is only supported on SIP extensions.
    3. Configure function keys.
      Note: The number of programmable keys varies by phone models. If the number of function keys you assign to an agent exceeds the number of programmable keys, the redundant function keys cannot take effect.
      • Type: Select a key type.
        • Select Agent Login/Logout for logging in to or logging out of a queue.
        • Select Agent Pause/Unpause for pausing or unpausing receiving queue calls.
      • Value: Select the "Support" queue that the agent sits in.
      • Label: Optional. Enter a value, which will be displayed on the phone screen.
    4. Click Save.

  2. If the agent hasn't be associated with a phone, see the following topics to bind a phone with the agent.
  3. If the agent has been associated with a phone, reprovision the phone to take effect.
    1. Go to Auto Provisioning > Phones.
    2. Click beside the phone assigned to the agent.

Result

The LED status of function keys shows the agent's status in real time.

Note: The key LED status may vary by phone models.
Function key LED status Description
Log in/Log out Green The monitored agent has logged in to the queue and unpaused queue calls.

The agent can press the Log in/Log out function key to log out of the queue.

Red The monitored agent has logged out of the queue.

The agent can press the Log in/Log out function key to log in to the queue.

Off The function key does not subscribe the agent's status. Check if your configurations are correct or if the agent's extension is registered.
Pause/unpause Green The monitored agent has logged in to the queue and unpaused queue calls.

The agent can press the Pause/Unpause function key to pause receiving queue calls.

Flashing Red The monitored agent has paused receiving queue calls.

The agent can press the Pause/Unpause function key to resume receiving queue calls.

Off The function key does not subscribe the agent's status. Check if your configurations are correct or if the agent's extension is registered.