Basic Information:

  • First Name: Agent's first name.
  • Last Name: Agent's last name.
  • Email Address: Agent's email address (In lowercase).


Call Setting: 

Wrap up time / ACW: This is the time required for an agent to complete his task/ticket before receiving a new call. Business standard is 10 seconds.

Call Time out: This is the number of call ringing in seconds before the call is transferred to the next available agent or to the roaming number of the agent.


For example: Call Time out: You can set the time out to 10 seconds so that if the agent doesn't answer within this time, the call will be forwarded to the next available agent.

For roaming agents:

* If you set the value to 10 seconds, it means that the call will ring for 10 seconds on the agent's web interface before transferring the call to his mobile number.

* If you set the value to 1 second, it means that the call will be forwarded directly to the agent's mobile number.

Retry Delay: This is the time in seconds when the call will be forwarded again to the agent in case he didn't answer it the first time.

Enable Auto Answer: The auto answer feature alerts the agent when receiving an inbound call and opens the line automatically.


Roaming Agent:

  • Enable roaming agent feature to allow forwarding calls to the agent's mobile number directly.
  • Transfer call to roaming number: This is the mobile number of the agent in international format (Ex. +971XXXXXXXXX)
  • Call time out on roaming number (seconds): This is the number of seconds where the call will be ringing on the agent's mobile before being transferred to a new agent. Recommended value is 35 sec.
  • Enable Outbound Roaming: If you enable this feature, then agents will be able to make outbound calls to customers from their mobile phones.


Call Credentials:

  • Contact Center ID: When creating an agent, you need to enter this 4-digit ID based on the number of agents you have. The contact center ID is the agent's ID and extension number at the same time.
  • Contact Center Password: No need to enter any value here since, when creating a new agent, an email will be sent to the agent asking him/her to set up their new password.