Configuration of the Agent's auto-registration in the Call Queues

3 min

This guide should be used if the Client has a configured call queue, and the Agent needs to be logged into the queue automatically when logged in to Creatio

  1. If the Agent is newly created check the following settings and perform required actions

    1. Check the configuration of the queue auto-login. With the correct settings if the Agent logs into the Creatio an automatic login into the Telephony queue should be performed. And vice versa, if the Agent logs out of the Creatio automatic deregistration in the Telephony occurs.

      1. Go to Telephony portal

        1. Use the corresponding link and your credentials to enter the Portal:

          1. https://portal-eu.pbx-cloud.velvetel.net/monster-ui/ (European cluster)

          2. https://portal.velvetel.net/uiv2/ (American cluster)

          3. https://portal-sea.pbx-cloud.velvetel.net/monster-ui/#/apps/voip (SEA cluster)

        2. Log in to the portal

      2. Click on the ‘SmartPBX’ application (Fig. 1)
        Fig. 1 SmaptPBX application

        image-20241030-090115.png

         

      3. Go to ‘Users' (1) → select required User (2) → check if the ‘Call Queues State Follows Device Registration’ (3) is enabled. This checkbox should be enabled (Fig. 2)
        Fig. 2 'Call Queues State Follows Device Registration’ checkbox

        image-20241030-091906.png

         

      4. Additionally, click on the User’s device (1) → device name (2) (Fig. 3). Click on the ‘Advanced’ (3) → ‘Miscellaneous’ (4) (Fig. 4)
        Fig. 3 Device name location

        image-20241030-094602.png

        Fig. 4 Entering Advanced settings

        image-20241030-100736.png

         

        1. The checkbox ‘Notify when unregistered’. It should be enabled (Fig. 5)
          Fig. 5 ‘Notify when unregistered’ checkbox

          image-20241030-103127.png

           

           

    2. Perform the following actions before the FIRST authorization in Creatio:

      1. Go to the ‘Call queues’ application (Fig. 6)
        Fig. 6 the ‘Call queues’ application location

        image-20241007-113037.png

         

      2. Open the ‘Call Center’ tab (1), select ‘Agents’ section (2) and set Agent’s status to ‘Available’ by selecting the required option from the dropdown (3) (Fig. 7)
        Fig. 7 Setting ‘Available’ status

        image-20241007-114148.png

      3. After the Status has been changed to ‘Available’ switch it to ‘Logged Out’ again

  2. If the Agent already exists check all the settings from the p. 1 a

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