After the agent is created, the agent can log in to the system and use a random number to complete basic outbound calls.
1. Agent Access Points
- NXLink supports tenant-level access point configuration.
- Administrators can set access points for all users at the tenant level.
- Administrators can also configure independent access points for agents based on their actual geographical location. For detailed steps, please refer to the “Add New Agent” settings.
2. Agent role
NXLink call center includes the following agent roles by default:
- Business owner: the team creator, who has all permissions;
- Administrator: The administrator can view the call records of all people in the team, invite agents, create agent groups, make call settings, and view various statistical reports;
- Supervisor: The supervisor can view all call records in the enterprise and does not have management or reporting permissions;
- Agent: Agents can view their own call records and do not have management or reporting permissions;
- Agent leader: A team leader can be set in the agent group, and the team leader can view the call records of all people in the agent group;
If you need more customized role types, you can enter the [Role Management] to create a new role or manage the role menu
3. Add new agent-administrator/supervisor
New entrance: Voice agent management-Add new agent-Agent role: Administrator/Supervisor
Description of new agent configuration items :
- Agent role: select administrator/supervisor;
- Agent email: Enter the email of the administrator who needs to be invited. The administrator account invitation link will be sent to the entered email;
- Agent group: It is optional to add this agent to the agent group;
- Member Grouping: You can choose to add this agent to a specific member group;
- Activated countries: Agents can only make calls to activated countries, and can activate multiple countries;
- Agent access point: The voice network node used by the current account for communication (it is recommended to choose a node closer to the agent location)
- Recording: After recording is turned on, the recording file will be generated in the call record. (It is recommended to turn on)
- Ordinary agents/AI agents: Ordinary agents cannot perform AI outbound call tasks. AI agents can perform AI outbound call tasks. If no agent is selected, an account will only be created and no seats will be occupied.
- Outbound-only Agent / AI Agent:
1. Outbound-only Agent: The agent has outbound calling capability but will not be assigned any inbound calls. This includes inbound calls from users or inbound transfers from AI outbound tasks to the agent group.
2. Inbound & Outbound Agent: The agent has full call capability, including user inbound calls, AI-transferred inbound calls, and manual outbound calls by the agent.
4. Add new agent-agent/customized role identity
New entrance: Voice agent management-Add new agent-Agent role: Agent/Customized role identity
Description of new agent configuration items :
- Agent role: Select an agent.
- Number of agents: Enter the number of agents to be created.
- Agent group: You can choose whether the current account should join the agent group (if you join the agent group, you can be assigned the incoming calls of the agent group).
- Member Grouping: You can choose to add this agent to a specific member group.
- Activation country: Select the countries/regions that support outbound calls from the current account.
- Agent access point: The voice network node used by the current account for communication (it is recommended to choose a node closer to the agent's location).
- Recording: After recording is turned on, the recording file will be generated in the call record. (It is recommended to turn on)
- Outbound-only Agent / AI Agent:
1. Outbound-only Agent: The agent has outbound calling capability but will not be assigned any inbound calls. This includes inbound calls from users or inbound transfers from AI outbound tasks to the agent group.
2. Inbound & Outbound Agent: The agent has full call capability, including user inbound calls, AI-transferred inbound calls, and manual outbound calls by the agent.
- Click the OK button to complete the agent creation. (The password for creating an account will be sent to the business owner’s email address via email)
5. Agent editing
Editing entrance: Management-Voice Agent Management-Edit
Editor's note:
- You can modify attributes such as nickname, role, agent group, outbound country direction, agent access point, etc.;
- Agent password can be reset;
- You can switch the agent type or withdraw the agent voice seat.
- Switch Agent Access Point: The current account’s voice network node used for communication. (recommended to select a node that is geographically closer to the agent’s location.)
6. Deactivate/delete agents
In the agent management interface, you can directly deactivate or delete the agent. After deactivating the agent, the agent will not be able to log in to the system until it is opened next time; after deleting the agent, the agent account will be deleted directly;