It is the same as the previous extension that any agent can register on some softphone. However, because of the introduction of call center related features, some modification has also been made to this type of the extension. The new features of this extension type (Agent / Device) are given below:
- Agents can subscribe to call queues now. That means when an agent subscribes to a call queue he/she can receive incoming calls in that queue.
- An agent can log in/log out by dialing something from his phone. So he can start and stop receiving incoming calls. If the agent is logged in, he/she can receive incoming calls and if logged out, stops receiving incoming calls.
These features allow choosing which extensions can log in to and take calls from the queue. You can specify whether calls are sent to available agents in order or randomly.
For more info Set up Call Queue in Autodialer