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Dmitri Savolainen

Dmitri Savolainen

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  1. BMW Queue should contain Talal and Hamid

  2. BMW Audi Queue should contain Talal and Dmitri

  3. Talal wants to have different agents for different queues (for getting separate agent reports in future)

Then queues configuration will be like this

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In the morning Talal pick up the phone/softphone with 101 SIP account and dial

  1. *96 and “Talal for BMW Queue” and “Talal for Audi Queue“ will start to receive call from BMW and Audi queue

  2. *96200 and only “Talal for BMW Queue” will receive calls from BMW queue

  3. *96201 and only “Talal for Audi Queue” will receive calls from Audi queue

Hamid may dial *96 or *96200 and Dmitry may dial *96 or *96201

In the evening (or for break time) Talal dial *98 to logout all his agents or *96xxx to logout from specific queue

No any web interface manipulation is required in the evening and in the morning.

Agent reports will be done for agents, so for Talal there will be report for Talal for BMW Queue” and “Talal for Audi Queue“ agent. Off course Talal may use one agent (“Talal” agent) for both queues and then get one agent report for both queues.

That is what we have now. Things we are going to add for separating agents from extensions

Assume it is required 2 employees every day in the office. So at the same day it will be Talal and Hamid or Talal and Dmitri or Dmitri and Hamid.

Currently it is necessary to have 3 work places with different SIP devices or 2 workplaces with multi-extension devices (3 different lines). Now we want to separate employee from SIP account. For example, the first work place will have 101 SIP device, the second 104 SIP device. In this case

Talal and Hamid day:

  • Talal may use 101 without any extra actions; Hamid picks up the phone 104 and dial some secure code: now 104 acts as 102 or

  • Talal picks up the phone 104 and dial some secure code: now 104 acts as 101; Hamid picks up the phone 101 and dial some secure code: now 101 acts as 102

Hamid and Dmitri day:

  • Hamid picks up the phone 104 and dial some secure code: now 104 acts as 102; Dimitry picks up the phone 101 and dial some secure code: now 101 acts as 103 or

  • Hamid picks up the phone 101 and dial some secure code: now 101 acts as 102; Dimitry picks up the phone 104 and dial some secure code: now 104 acts as 103

Extension 104 in this example is redundant: just for demonstration SIP account and employee difference. It is possible to have 3 extensions (employees) and only 2 real SIP devices (for example 101 and 102)