Configuring a Mobile Agent in the AICC

Prerequisites

After the system administrator enables the mobile agent feature for a tenant space, the tenant administrator can configure mobile agents.

Procedure

1. Sign in to the AICC as a tenant administrator. Choose Configuration Center > Access Configuration > Mobile Agent.
2. Click Add.
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 Adding a mobile agent
   

   The parameters are described as follows:

   • 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 Route page. For details, see the called route configuration in "(Optional) Configuring an Inbound Call Flow."
   • Purpose Device Type: Type of the device that an agent can connect to when connecting 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 that of 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 Add Numbers 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 VDN, click Complete.