Manage personnel

Note CCaaS UI was previously called TouchPoint.

Watch the how to video

View the quick reference card

View the Agents list

Add an agent

Add a phone agent

Clone an agent

Edit an agent

Delete an agent

View the Agents list

1. On the navigation pane, click Organization.
2. If necessary, click the Personnel tab. The Agents list appears. For navigation information, see Card view, How to search, and How to filter.

The icon indicates that the agent is campaignable.

Add an agent

Note If you are adding a phone agent, see Add a phone agent before proceeding. If you are adding a supervisor or administrator, add in the same way as an agent but select the appropriate Profile on the Properties tab. See Default permission profiles.

1. On the Agents page, click Add. The New Agent page appears.
2. Enter the following information, arranged on the following tabs:
3. Properties
4. Phone settings
5. Parameters

3. Click Save changes.

Add a phone agent

In some instances, agents may be constrained to the use of only a circuit switched phone or IP phone. This may be due to how your contact center is configured, or if the agent is traveling without a computer and still needs to service calls, or perhaps in the event of a disaster.

Since the agent is operating without a computer, many of the functions that are available through CCaaS UI are not available for the Phone Agent.

Phone agents are created in exactly the same manner as other agents. You must:

• Assign the agent a numeric Login ID and numeric Password.
• Enter the agent's phone number into the Phone ANI field of the personnel record.
• Configure the area code and country.

Note Phone agents can use the same numeric Login ID and Password to log on normally from a computer. Phone agents can only be created on the internal VCS stack.

Clone an agent

• On the Agents page, select the item/s to clone.
• Click and then click Clone Agents. The Clone Agents dialog appears.
• Optionally added a prefix and/or suffix for the cloned agents.
• Click Set Password. The Change password dialog appears.
• Type a new password that meets your AD policy, type the password again to confirm it, and then click OK.
• Click OK.

Edit an agent

1. On the Agents page, click the card of the item to edit. The [Agent name] page appears.
2. Edit the information. For details, see Add an agent.
3. Click OK.

Delete an agent

1. On the Agents page, select the item/s to delete.
2. Click Delete and then confirm the deletion.