Documentation:GA:user:CfgAgentLogin:DRAFT

Agent Logins

Agent Logins are unique codes defined within a Switch and assigned to agents. They identify which agent is working at which Place during a particular working session.

The configuration of Agent Logins in the Configuration Database must match exactly the configuration of those Agent Logins in the switching system. Before adding or deleting a particular Agent Login, make sure that the same change was made in the database of the switching system.

When you specify Agent Logins as objects in a Switch, they are not associated with any particular agents. For information about how to assign Agent Logins to agents, refer to Creating Agents.

Viewing Agent Logins

The Agent Logins list shows the Agent Logins that are in your environment. It is sorted in a hierarchy by Tenants, configuration units, sites, and folders. To view objects by a particular hierarchy, select the hierarchy type in the drop-down menu above the list.

Important

• The Switches list displays when you select Agent Logins in Configuration Manager. To access the Agent Logins list, you must first select a Switch object and then an Agent Logins folder.
• Agent Logins that are disabled appear grayed out in the list.

Configuration Manager respects tenancy permission settings. You can access only those objects that you have been granted permissions and privileges to access.

You can filter the contents of this list in two ways:

• Type the name or partial name of an object in the Quick Filter field.
• Click the cube icon to open the Tenant Directory filter panel. In this panel, click the Tenant that you want to select. Use the Quick Filter field in this panel to filter the Tenant list.

To select or de-select multiple objects at once, click Select.

Working with Agent Logins

To create a new Agent Login object, click New. To view or edit details of an existing object, click the name of the object, or click the check box beside an object and click Edit.

To delete one or more objects, click the check box beside the object(s) in the list and click Delete. You can also delete individual objects by clicking on the object and then clicking Delete.

Important

When you delete an Agent Login, the Agent Login is removed from the Configuration Database and from any Agent to which it is assigned. This might affect the configuration of a particular Agent in the contact center. Before deleting an Agent Login, consider viewing the dependencies tab to identify the Agent to which this Login is assigned. If you want to remove only the Agent Login from the Agent to which it is assigned, but leave it still existing in the Configuration Database and available for assignment to another Agent, open the User Account for the Agent, remove the Agent Login from the Agent, and click Save.

Otherwise, select the check box beside one or more objects and click More to perform the following tasks:

• Clone—Copy an Agent Login.
• Move To—Move an Agent Login to another hierarchical structure.
• Enable or disable Agent Logins
• Create a folder, configuration unit, or site. See Object Hierarchy for more information.

Click the name of an Agent Login to view additional information about the object. You can also set options and permissions, and view dependencies.

Creating Agent Login Objects

To create an Agent Login, do the following:

[+] Show steps

1. Click the Switch object in which you wish to create an Agent Login.
2. Click the Agent Logins folder in which you wish to create an Agent Login.
3. Click New.
4. Enter the following information. For some fields, you can either enter the name of a value or click Browse to select a value from a list:
   • Code—The Agent Login code. You must specify a value for this property, and that value must be unique within the Switch. Once you set the value, you cannot change it.
   • Switch—The Switch to which this Agent Login belongs. This value is automatically set, based on the Switch being viewed in the Agent Logins list.
   • Override—Value to use as the override instead of the Code value for accessing this Agent Login in certain types of routing. You must specify an override value, and it must be unique within the Switch.
   Important
   To specify a value in the Override field, you must ensure the Use Override check box is checked.
   • Switch-specific Type—An integer that corresponds to a combination of switch-specific settings for this Agent Login. It identifies the device type (for example, Extension, ACD Position, or Trunk) for each switch (PBX) that T-Server supports. It is unique for each switch/DN/T-Server configuration. In essence, it provides a cross-reference for DN Types between T-Server and PBX. You must specify a value for this property, and it must be 1 or greater. For more information, refer to the Framework T-Server Deployment Guide for your particular T-Server.
   • Password—A security protection key used along with this Agent Login to authenticate a User for contact-center activity. You can associate one User with multiple password-protected Agent Logins.
   • Confirm Password—Confirmation of the password entered in the New Password field.
   • Tenant—In a multi-Tenant environment, the Tenant to which this object belongs. This value is automatically set to the Tenant that was specified in the Tenant Directory field in the object list.
   • State Enabled—If selected, indicates that the object is in regular operating condition and can be used without any restrictions.
5. Click Save.

You can also create a range of Agent Logins that share common properties. To create a range of Agent Logins, do the following:

<toggledisplay linkstyle font-size:larger showtext="[+] Show steps" hidetext="[-] Hide steps"> Navigate to the folder in which you wish to create the range. From the More menu, select Create Range of Agent Logins.

On the Range of Agent Logins tab, specify values for the following:

• Tenant—In a multi-Tenant environment, the Tenant to which this object belongs. This value is automatically set to the Tenant that was specified in the Tenant Directory field in the object list.
• Switch—The Switch to which this Agent Login belongs. This value is automatically set, based on the Switch being viewed in the Agent Logins list.
• Start Code—Numerical value of the starting range.
• Number of Digits—The number of digits that each Agent Login should have.
• Number of Codes—The number of codes that each Agent Login should have.

On the General tab, specify values for the following:

• Use Override—Select this option if you want to enable override.
• Override—Value to use as the override instead of the Code value for accessing this Agent Login in certain types of routing. You must specify an override value, and it must be unique within the Switch.

  Important

  To specify a value in the Override field, you must ensure the Use Override check box is checked.

• Switch-specific Type—An integer that corresponds to a combination of switch-specific settings for this Agent Login. It identifies the device type (for example, Extension, ACD Position, or Trunk) for each switch (PBX) that T-Server supports. It is unique for each switch/DN/T-Server configuration. In essence, it provides a cross-reference for DN Types between T-Server and PBX. You must specify a value for this property, and it must be 1 or greater. For more information, refer to the Framework T-Server Deployment Guide for your particular T-Server.
• Password—A security protection key used along with this Agent Login to authenticate a User for contact-center activity. You can associate one User with multiple password-protected Agent Logins.
• Confirm Password—Confirmation of the password entered in the New Password field.
• State Enabled—If selected, indicates that the object is in regular operating condition and can be used without any restrictions.

On the Options tab, you can add or manage any options for this range of Agent Logins.

CSV File for Importing and Exporting

You can use the Bulk Import/Export functionality to import Agent Logins from, and export Agent Logins to, a comma-separated value (CSV) file. The import file used for importing and the export file created by exporting data are fully compatible, and a single file can be used for both importing and exporting. Or, if you wish, you can create the import file yourself, using the information on this page.

Fields of the CSV File

The source file is a text file in a comma-separated (CSV) format, with an extension of .csv.

In the source file each line represents a single Agent Login. The same Agent Login can appear in the source file only once. The unique identifier of the Agent Login in the scope of the source file is the Code field.

The columns of the file are the properties of an Agent Login. The first row in the file has column names to identify the fields. The order of the columns is not important. A comma is inserted after each column header or value, or if the column does not have a value, immediately after the previous comma. Any non-mandatory column can be omitted from the source file, depending on user preference and/or the purpose of the file.

The source file contains the following properties for each Agent Login:

Name	Type	Mandatory	Description
Action	ADD, UPDATE, DELETE	Yes	Specifies the action to be taken with this Agent Login data, either create a new Agent Login (ADD) or modify the existing Agent Login (UPDATE) or delete the existing Agent Login (DELETE). This column is added automatically by GAX when a file is exported, with a value of UPDATE for all records in it. If you create the source file from scratch, you must add this column manually. In either case, this field is mandatory, and you must provide a value for each record.
Code	String	Yes	Agent Login number or name.
Switch	String	Yes	Name of the Switch under which this Agent Login is created.
Switch Specific Type	Integer	Yes	An integer that corresponds to a combination of switch-specific settings for this Agent Login. It identifies the device type (for example, Extension, ACD Position, or Trunk) for each switch (PBX) that T-Server supports. It is unique for each switch/DN/T-Server configuration. In essence, it provides a cross-reference for DN Types between T-Server and PBX. You must specify a value for this property, and it must be 1 or greater.
Enabled	String	No	Whether this Agent Login is enabled (Y) or not (N).

Example

The following data is to be uploaded to GAX to create two new Agent Logins and update an existing one:

Action	Code	Switch	Switch-specific Type	Enabled
ADD	214	Switch1	3	Y
ADD	215	Switch2	5	Y
UPDATE	212	Switch1	7	Y

The contents of the CSV file for this data looks like this:

Action,Code,Switch,Switch-Specific Type,Enabled
ADD,214,Switch1,3,Y
ADD,215,Switch2,5,Y
ADD,212,Switch1,7,Y