The Call Center feature is designed to distribute incoming calls evenly among a group of telephone answering positions called agents. When all agents are busy, callers will be placed in a waiting queue and will be notified of that fact by an announcement.
Agent is a virtual identity.
An agent would need to log-out only if they intend to associate their virtual agent identity with a different telephone set when they begin to take calls again. Although each agent can perform same call answering functions, one agent, called the supervisor, has the ability to perform several other administrative functions as well. The following pages of this document are dedicated to is a list that further defines the functions of the supervisor and the agents. The skill addition process can be initiated through the use of a button or a code. The deactivation process can be initiated through the use of a button or a code.