The Agents screen allows you to create Phantom agents and configure their user settings.

To access this screen:

1. Click on Agent from the Agents menu.
   
   

Create an agent

To create a new agent:

1. Click on Create New Agent in the top-right.
   
   
2. Configure the agent settings:
   
   Name: This is the name that will be displayed on the wallboard
   Prefix: The number Prefix.
   Number: Set your agent extension number.
   Pin: Agent login Pin used for additional security (Set to 0 if no Pin required).
   Context: This is the Outbound dialling rule for the agent.
   Ring Time: This is how long a call will ring before being passed to another agent or missed.
   No Action: No action will be completed if the agent is unavailable.
   Voicemail: A voicemail can be left for the agent, and a notification will be sent to their email (Note: It is not recommended to use enable this for agents who will be a member of a queue).
   Follow Me: This will call the phone number you have entered into the field after the Ring Time has expired (Note: Please enter the full number including the area code, and this should not be set if the agent is going to be a member of the queue).
   CID: This is the number the system will try and call if the agent dials out. The number placed here will depend on your Line Provider (Note: If nothing is entered the system will use your main office number).
   Penalty: This will determine when an agent is called when a call enters the queue (Note: Agents with low priorities will be called before agents with high priorities).
   Static: This sets if the agent selected is Static or Roaming, for example, a manager will be a fixed static extension, whereas queue members will be roaming (Note: The Device ID corresponds to the handset).
   
   
3. Then click Save.

Agent queue controls

To assign, unassign, or pause an agent:

1. Click on the (Cog) icon on an agent record.
   
   
2. Select from the available options:
   
   Assign/Unassign: Click to assign or unassign an agent from a queue. 
   Join/Leave: Click to force an agent to join or leave a queue. 
   Pause/Unpause: Click to pause or unpause an agent in a queue. 
   
   
3. Then click Close.

Configure agent settings

To configure the agent settings:

1. Click on Agent Settings in the top-right.
   
   
2. Toggle the agent settings:
   
   
3. Then click Close.