Administrators
Any supervisor or manager who has administration rights with IPFX Director that will be monitoring agents or queues via Voice Capture User Licence.
Agents
Users who are logged into a Queue and have an IPFX Client Agent Licence which allows them to perform as a Call Centre Agent.
Users
The individuals running Voice Capture User Licence who will be monitored by administrators using Voice Capture Solo Client.
Extensions
The actual phone extension numbers allocated to the agents or queues.
Queues
A queue is an extension on the PABX which directs incoming calls to the queue agent in an IPFX contact centre environment. Call centres using the IPFX System will have the ability to add selected agents to call queues. These call queues can also be monitored with Voice Capture Solo Client.