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Agents are human or virtual, and they appear in one list distinguished by a badge — because a caller dialling an extension cannot tell which answered, and mostly should not need to. Teams and agents

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A team is three things at once

This is the page’s one genuine trap. A team is:
  1. A roster. Who takes a dialler campaign’s calls.
  2. A budget. A team can be cut off while the organisation still has credit.
  3. Part of what a login can see. A supervisor’s scope is their teams.
Moving an agent between teams therefore moves their call costs and their colleagues’ visibility, not only their campaign work. It is the right behaviour of the model, and it is not what somebody staffing a campaign expects — so the roster dialog says so.

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Virtual agents

A virtual agent has a profile rather than a handset — see virtual agents. It can hold an extension, so a caller reaches it by dialling; it can also have none at all, which is the shape a campaign-only agent takes. Nothing downstream — queues, campaigns, routing, billing, call records — assumes an agent is a SIP extension.

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PINs

An agent signs in at their extension with a PIN. Set or reset it here; the agent is required to change one that was set for them at first sign-in.