The aim of this document is to give you a detailed explanation on how to setup a call centre agent on TaskFlow. This is a 3-step process, and each step will be described in more detail below:
Setup a user
Assign an extension
Setup a user
In order for an agent to log into the system, they need a user. Users have an email/password combination and also need a name and surname. Further, users must be assigned to user groups in order to use the apps they need to use.
Users are managed in the Settings application under Users. The list view shows all of the users loaded onto the system and allows you to add/edit/delete users.
Users need to be given access rights to the applications they need to use. A call centre agent typically needs access rights to the Campaigns, Voice and Sales application.
Users need to be given phones lines, equivalent to handing someone a hardphone and plugging it in. In TaskFlow, these are called extensions and they can be created and assigned to users in Voice → Configuration → Extensions. The extension number and secret will be pre-setup by TaskFlow. You can assign an extension to a user by selecting that user from the drop down.
If your user doesn’t appear in the list, they are probably already assigned to an extension. First remove the user from the extension and then add them to the new extension. You can also specify any other options such as whether the agent is allowed to make keypad calls.
A fundamental part of a call center is to have good voice quality. There are various settings that can be adjusted to ensure mic levels are correct and quality is clear. If you get reports where clients can’t hear agents, the issue is probably because of incorrect mic settings. If there is no audio at all, the issue is probably due to an incorrect configuration on the network firewall.