Specifying Agents

This topic describes how to specify agents. It contains the following information:

• Relationship of Agents and Telesets for Siebel CTI

• Agents and Automated Call Distributor Queue Settings

• Specifying Agents for Communications Configurations

• Configuring Agents

Use the All Configurations view and the Agent General Profile view to specify and configure agents for your communications configurations.

You specify agents by adding employees to one or more communications configurations in the All Configurations view, as described in Creating or Modifying a Communications Configuration.

As an alternative to adding individual employees to a configuration, you can add employees by adding responsibilities to the configuration. If you do this, then all employees who have the specified responsibilities are added as agents.

After you have added agents, you configure them using the Agent General Profile view. For example, you can associate telesets or specify agent login and password for ACD queues.