{"id":10190,"date":"2026-09-19T09:21:42","date_gmt":"2026-09-19T09:21:42","guid":{"rendered":"https:\/\/wiki.xontel.com\/?post_type=manual_documentation&#038;p=10190"},"modified":"2026-09-19T09:22:21","modified_gmt":"2026-09-19T09:22:21","slug":"agent","status":"publish","type":"manual_documentation","link":"https:\/\/wiki.xontel.com\/ar\/documentation\/xontel-platform\/call-center\/call-center-v-3-x-x\/authentication\/users\/agent\/","title":{"rendered":"Agent"},"content":{"rendered":"<p class=\"wp-block-paragraph\">The <strong>Agent<\/strong> is a Call Center user who handles customer interactions through assigned queues. An agent can be configured with an extension and connected to different phone topologies, allowing calls to be handled using an <strong>IP Phone<\/strong>, <strong>Softphone<\/strong>, or <strong>Web Dialer<\/strong>. This provides flexibility for agents to handle calls from physical phones, desktop applications, mobile devices, or directly through the web browser.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full image-border\"><img loading=\"lazy\" decoding=\"async\" width=\"1904\" height=\"816\" src=\"https:\/\/wiki.xontel.com\/wp-content\/uploads\/2026\/09\/agent-xontel.gif\" alt=\"\" class=\"wp-image-10193\"\/><\/figure>\n\n\n\n<p class=\"has-medium-font-size wp-block-paragraph\"><strong>Incoming Call Popup<\/strong><\/p>\n\n\n\n<figure class=\"wp-block-image size-large image-border\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"271\" src=\"https:\/\/wiki.xontel.com\/wp-content\/uploads\/2026\/09\/image-68-1024x271.png\" alt=\"\" class=\"wp-image-10191\" srcset=\"https:\/\/wiki.xontel.com\/wp-content\/uploads\/2026\/09\/image-68-1024x271.png 1024w, https:\/\/wiki.xontel.com\/wp-content\/uploads\/2026\/09\/image-68-300x79.png 300w, https:\/\/wiki.xontel.com\/wp-content\/uploads\/2026\/09\/image-68-768x203.png 768w, https:\/\/wiki.xontel.com\/wp-content\/uploads\/2026\/09\/image-68-1536x407.png 1536w, https:\/\/wiki.xontel.com\/wp-content\/uploads\/2026\/09\/image-68-18x5.png 18w, https:\/\/wiki.xontel.com\/wp-content\/uploads\/2026\/09\/image-68.png 1567w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">When a customer calls an agent&#8217;s assigned queue, an <strong>Incoming Call<\/strong> popup is displayed. The popup shows the caller&#8217;s number and the queue receiving the call. The agent can use the <strong>Add Contact<\/strong> option to add the caller as a contact when needed.<\/p>\n\n\n\n<p class=\"has-medium-font-size wp-block-paragraph\"><strong>Call Tag Popup<\/strong><\/p>\n\n\n\n<figure class=\"wp-block-image size-large image-border\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"397\" src=\"https:\/\/wiki.xontel.com\/wp-content\/uploads\/2026\/09\/image-69-1024x397.png\" alt=\"\" class=\"wp-image-10192\" srcset=\"https:\/\/wiki.xontel.com\/wp-content\/uploads\/2026\/09\/image-69-1024x397.png 1024w, https:\/\/wiki.xontel.com\/wp-content\/uploads\/2026\/09\/image-69-300x116.png 300w, https:\/\/wiki.xontel.com\/wp-content\/uploads\/2026\/09\/image-69-768x298.png 768w, https:\/\/wiki.xontel.com\/wp-content\/uploads\/2026\/09\/image-69-1536x596.png 1536w, https:\/\/wiki.xontel.com\/wp-content\/uploads\/2026\/09\/image-69-18x7.png 18w, https:\/\/wiki.xontel.com\/wp-content\/uploads\/2026\/09\/image-69.png 1580w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">After the agent answers the call, the <strong>Tag this call<\/strong> popup can be displayed to categorize the interaction. The agent can select one or more existing tags or create a new tag using <strong>Add new tag<\/strong>. The selected tags can then be saved and associated with the call for classification and later reference.<\/p>","protected":false},"author":1,"featured_media":0,"parent":10177,"menu_order":0,"template":"","manualdocumentationcategory":[16],"manual_doc_tag":[],"class_list":["post-10190","manual_documentation","type-manual_documentation","status-publish","hentry","manualdocumentationcategory-xontel-doc"],"_links":{"self":[{"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manual_documentation\/10190","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manual_documentation"}],"about":[{"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/types\/manual_documentation"}],"author":[{"embeddable":true,"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/users\/1"}],"version-history":[{"count":3,"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manual_documentation\/10190\/revisions"}],"predecessor-version":[{"id":10196,"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manual_documentation\/10190\/revisions\/10196"}],"up":[{"embeddable":true,"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manual_documentation\/10177"}],"wp:attachment":[{"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/media?parent=10190"}],"wp:term":[{"taxonomy":"manualdocumentationcategory","embeddable":true,"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manualdocumentationcategory?post=10190"},{"taxonomy":"manual_doc_tag","embeddable":true,"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manual_doc_tag?post=10190"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}