Preferred Agents Tab
From IPFX Administrator
Preferred Agents Tab
Preferred Agent Groups are used to promote better customer working relationships with Queue Agents. We can screen the calls by CLID (Calling LIne ID) and/or account code login for when CLID is not effective. i.e. If number is withheld.
A Preferred Agent Group is usually set up per customer and is available for all queues. You must select the Preferred Agents for that group for each queue as a Sales Queue would have different agents from a Marketing or Support queue.
To associate a Preferred Agent Group with a customer use Company Contacts which contains the Company Account Code and CLID.
To access the Preferred Agents Screen use the path Configuration/Queues/Preferred Agents.
The screen below displays.
