FreePBX agents login to queue

General Help
1

Hi all,
we currentlly running FreePBX 10.13.66-18. Our PBX have one queue and three hard phones for working with Call Center only. Our agents are working 12 hours per day. Before start every “agent” must dial *45 for automatic login, after this step calls are farwardig into hard phone/extension. It`s working fine but today we need more advanced logging procedure. For example we need separate stats for each agent who was worked with specyfied hard phone/extension. Some times with one hard phone/extension working 4 different persons/agents. Is it possiable to change login procedure per agent not per device/extension. And after generate stats for each “agent” by QXact Reports?

example:
hard phone/extension 800 > agent1, agent2, agent3, agent4

Separated QXact reports stats for each agentX not for extension 800 only.

2

Sangoma phone apps will let you hotdesk (many users signing in and out of one phone).
https://wiki.freepbx.org/display/FPG/Phone+Apps-Supported+Devices

There is also an unsupported device and user mode that is useful in Contact Center type environments.
https://wiki.freepbx.org/pages/viewpage.action?pageId=5242941

Another option could be to use softphones, like Zulu or Bria, or maybe even UCP (not a lot of functionality).

3

This topic was automatically closed 7 days after the last reply. New replies are no longer allowed.