What It Is
Telagent is a feature of the Contact Center feature that allows agents to receive queued calls without signing in to the CCA. In other words, Telagents are virtual agents.
As virtual agents, Contact Center automatically logs Telagents into the system and manages their status. All interactions received by a Telagent are done on the Telagent’s cell phone or similar that has been set up for such purpose and are based on the set of skills that has been assigned to the agent turned into a Telagent.
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Note: Because all interactions are done through a telephone, Telagents are limited to voice calls and do not receive emails or chat messages. If an agent is signed on as a Telagent and part of their skills includes chat and email, the system will overlook the agent for these and only allow voice calls to reach the agent. When the agent is no longer signed on as a Telagent, they will continue receiving emails and chat messages. |
There are three ways in which an agent can be turned into a Telagent:
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Important: You must be a supervisor to perform any of the following actions. |
Log in an agent as a Telagent. (For more information, see Logging On Telagents.)As supervisor, you can choose to switch
Switch an active agent to a Telagent. (For more information, see Switching an Agent to Telagent.)As supervisor, you can choose to schedule agents
Schedule an agent to perform duties as Telagents. (For more information, see Scheduling Telagents.)a Telagent.
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Telagent Statuses
Given that the system manages a Telagent’s status, these are limited to:
Available: This is the initial status, and it is set when the agent is first logged in as a Telagent. This is also the status set after the Telagent’s wrap-up status is completed.
Busy On Call: Set when the Telagent is occupied with an interaction (voice call only).
Wrap Up: Set when the Telagent finishes a call. The wrap-up period is set up in the agent profile. If the agent profile is not set up to change to Available automatically, the wrap-up status lasts 1 minute before switching to Available. (For more information about setting the duration of the Wrap Up status, see Agents General Information Tab.)
Not Ready: Set when the Telagent misses a call. The not-ready period is set up in the agent profile. If the agent profile is not set up to change to Available automatically, the not-ready status lasts 1 minute before switching to Available. (
FMI: For more information about setting up the duration of the Wrap
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-up or Not Ready statuses, see
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Use Cases
The following are examples of cases where an agent can effectively be turned into a Telagent.
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