Basic Information:

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


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 being 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 with 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 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 where the call will be forwarded again to the agent in case he didn't answer it first time.
  • Enable Auto Answer: The auto answer features 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 are having. 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.