This is the same as the previous extension number that any agent can register on some software phone. However, due to the introduction of call center-related features, some changes have also been made to this type of extension. New features of this type of extension (agent/device) are listed below:
- Agents can now sign up for call queues. This means that when an agent subscribes to a call queue, he/she can receive incoming calls in that queue.
- The agent can enter/exit by typing something from their phone. Thus, it can start and stop receiving incoming calls. If the agent is logged in, he/she can receive incoming calls and, if he/she is logged out, stops receiving incoming calls.
These features allow you to choose which numbers can enter and receive calls from the queue. You can specify whether calls are sent to available operators in order or randomly.
For more info Set up Call Queue in Autodialer