Client(some organization) can have extensions with type='phone'. Thees These extensions are:
Some device (phone/softphone etc) that can receive incoming call and do outgoing calls (SIP account in other words)
(optional) Employee who assigned to this extension
For example here is there are 3 extension: 101,102,103 have SIP account and assigned employee, 104 is just a SIP account:
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Also client can have different queues (callcenters). For example here is are 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 agents for Talal employee:
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and one for Hamid and Dmitri
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*96 and “Talal for BMW Queue” and “Talal for Audi Queue“ will start to receive call calls from BMW and Audi queuequeues
*96200 and only “Talal for BMW Queue” will receive calls from BMW queue
*96201 and only “Talal for Audi Queue” will receive calls from Audi queue
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Agent reports will be done for agents, so for Talal there will be report for Talal “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.
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Extension 104 in this example is redundant: just for demonstration SIP account and employee difference. It is possible to have 3 extensions (employees) 101,102,103 and only 2 real SIP devices (for example 101 and 102)