Callflows. Call Center Actions. Login Agent and Agent Logout

Description: This is how the Login Agent and Logout Agent Actions work and how they can be integrated into call flows.

The Login Agent and Logout Agent Actions should be considered together as they function as a pair. 

By using the Login Agent and the Logout Agent Actions, call centers can ensure that agents are available to take calls when needed, and that calls are routed to the appropriate agents based on certain parameters like their skills or availability. 

This scenario will serve as an illustration of a call flow that we will be creating in this article.

Call center managers can also use data from Login Agent and Logout Agent Actions to generate reports and analytics on agent performance, call volume, and other key metrics. This information can be used to optimize call routing and improve overall call center efficiency.

Login Agent 

When an agent logs in, they become available to take calls. The phone system will route incoming calls to available agents based on various criteria such as the agent's skills, availability, and the priority of the call.

After creating a new call flow, completing the Main Callflow Block with essential information, and assigning a Queue to the configured call flow, you can implement the Login Agent Action to the configured call flow. The Login Agent Block is located within the Call Center group of Actions in the Catalog of Actions on the Callflow Configurator's right-hand side.

By using the drag-and-drop technique, you can transfer the Login Agent Block from the Catalog and integrate them into several places of the Callflow diagram.

When you drop the Login Agent Block onto the Callflow diagram, a pop-up window will appear displaying the various parameters of the Block that need to be configured. 

One parameter needs to be configured in that section:

• Presence ID: it is the extension number of the configured device that is transmitted by the system as a BLF update signal. 

BLF stands for Busy Lamp Field. It is a feature commonly used in phone systems that allows a user to see the real-time status of another user's extension. The status can include whether the extension is in use, ringing, or idle. The feature is usually indicated by a light or icon on the phone, hence the name "lamp". This feature is particularly useful in office settings where multiple users share the same phone system and need to know the availability of their colleagues before transferring a call.

Logout Agent 

When an agent logs out, they become unavailable to take calls. The phone system will stop routing calls to that agent, and any calls that are currently in progress will be transferred to another available agent.  

After the Login Agent Block is added to the configured call flow, you can implement the Logout Agent Action to the configured call flow. The Logout Agent Block is located within the Call Center group of Actions in the Catalog of Actions on the Callflow Configurator's right-hand side.

By using the drag-and-drop technique, you can transfer the Logout Agent Block from the Catalog and integrate them into the configured call flow after the Login Agent Block.

When you drop the Logout Agent Block onto the Callflow diagram, a pop-up window will appear displaying the various parameters of the Block that need to be configured. 

One parameter needs to be configured in that section:

• Presence ID: it is the extension number of the configured device that is transmitted by the system as a BLF update signal. 

A properly configured Login Agent and Logout Agent Blocks integrated into a call flow will be displayed as follows.

Within the Blocks, you will be able to see their Presence IDs.

Once changes in the Callflow diagram have been made, the "Save" button will become active, and clicking on it will open a drop-down menu with three saving options. 

• Save Changes: by clicking this button, you will easily save all of the changes you have made. 
• Save and Duplicate: clicking on this button will save all modifications made to the current call flow and create a new call flow that duplicates the original. The name of the duplicated call flow will include the name of the original call flow, followed by the word "copy". 

The main Block of the duplicated call flow, which displays the extension and phone numbers in the original call flow, will be left blank. 

• Save and Create: clicking on this button will save all modifications made to the current call flow and create a new empty call flow. 
• Cancel: clicking on this button will cancel any modifications made to the call flow. If changes have been made, the system will prompt you to confirm the cancellation of those changes.