Call Center

Your virtual lab is configured with a basic call center:

• 4 agents (1101, 1102, 1103, 1104)
• 1 supervisor (1105)
• 5 authorized sets (1111, 1112, 1113, 1114, 1115)
• 2 pilots (entry points to a call center: 1121, 1122)
• 2 queues (1131, 1132)
• 2 processing groups (where the agents log in and wait for calls: 1141, 1142)

We will be using IpDesktopSoftphone in this example

Not every phone in a PBX system allows a user to login into the call center.
This is why when you connect your call center phone to the system, you need to assign it to an “authorized set”. When you launch your ipDesktopSoftphone, use one of the Authorized Sets extension above.

Once an authorized set is setup, you can use it for basic calls. The thing to notice in our case is the Logon button.

By pressing the Logon button, you can then login as an Agent, or Supervisor, using one of the extensions listed above. An agent is, well.. an agent.. and can answer calls coming to the call center. A Supervisor can barge in a call, listen to a call, and talk to either the agent or the caller.

Once you are logged in, you can call (from one of your sip extensions for example) the call center number. The prefix to dial out is 9, and the phone numbers are setup for USA (1 + 10 digits). The 4 last digits are what really matter.

So to call the pilot 1121, you would dial 9,1,XXX,YYY,1121