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Client(some organization) can have extensions with type='phone'. Theese Thees extensions are:

1. Some device (phone/softphone etc) that can receive incoming call and do outgoing calls (SIP account in ohter other words)

2. (optional) Emploee Employee who assigned to this extension

For example here is 3 extension: 101,102,103 have SIP account and assigned empoleeemployee, 104 is just a SIP account:

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Also client can have different queues (callcentercallcenters). For example here is 2 queues:

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If employee wants to be a part of callcenter it should create an “agent“. Every employee (extension) may have few agents. All this agents introduce specific employee. For example here we have created 3 agent for Talal employee:

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and one for Hamid and Dmitri

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Assume

1. BMW Queue should contain Talal and Hamid

2. BMW Queue should contain Talal and Dmitri

3. Talal wants to have different agents for different queues