Configuring a Mobile Agent in the AICC

Prerequisites

• After the system administrator enables the Mobile agent feature for tenants, the tenant administrator can configure mobile agents.
• Some operations under the current menu are controlled by separate permissions. If related operation permissions are not configured, the corresponding operations are not supported. For details about the operation permissions that can be configured separately, see Table 1.

Procedure

1. Sign in to the AICC as a tenant administrator. Choose Configuration Center > Access Configuration > Mobile Agent.
2. Click New. The Creating a Mobile Agent dialog box is displayed.
3. Configure a mobile agent.
   If you have configured a flow in "Configuring an Inbound Call Flow", set Purpose Device Type to Numbers and select the softphone number or mobile number of a mobile agent. When no call record of the customer is found, the call is directly connected to the agent number configured in this step.

   Figure 1 Creating a Mobile Agent
   

   Parameter description:

   • Organization Unit: Select an OU to which a mobile agent belongs.

     The options are as follows:

     • Tenant administrator: Unorganized and all OUs under the current tenant are available.
     • Common agent:
       • When the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to Yes, accessible OUs are available.
       • When the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to No, the owning OU, accessible OUs, and Unorganized are available.
   • Called Number: Click the text box to select an access code in the dialog box that is displayed. The access codes displayed in the dialog box are configured on the Called Party page. For details, see the called route setting in (Optional) Configuring an Inbound Call Flow.
   • Purpose Device Type: Type of the device that can be connected for a customer manager to connect to a call from a customer. The options are Skill Queue and Numbers.
     1. Skill Queue: Click the text box to select a skill queue in the dialog box that is displayed. The skill queues displayed in the dialog box are of the same type as the access code. For example, if the access code is of the Audio/Video type, all available skill queues are of the same type.
     2. Numbers: Click to select a number in the dialog box that is displayed. The numbers displayed in the dialog box are mobile agent softphone numbers configured by the system administrator during tenant administrator creation.

4. After adding a destination device for the VCC, click Save.