To access the agent UI, agents are given a specific URL they can use to log in to the system. An administrator will provide them with an assigned username and password, both of which are configured within the admin interface.
When agents first log in to the platform, the first thing they’ll probably see is a configuration login screen (depending on how their administrator has configured the system).
Once the agent is fully logged in, they will most likely (again, depending on administrator settings) find themselves in a Connected session, which simply means that the phone line is active and ready to start making and/or taking calls.
Next, if their administrator has given them the permissions to do so, they can choose an agent state that lets the system know their availability status. (Agent states can be added and configured via the admin interface; agents can only see the options made available to them by their administrator.) Once the agent marks themselves as available, the system will immediately begin routing the appropriate calls to them, according to the queues and/or campaigns they’re logged into.
At this point, the agent can begin taking calls via the platform’s integrated softphone, a third-party softphone, or a SIP (session initiation protocol) connection.