Davox
Davox Concepts
Telephony Gateway Reference Manual
677
Agent Assignment
The Davox
that an EDGE agent uses are determined by
the callsets specified in their workstation ID. (EDGE callsets and
Davox campaigns have corresponding names.) An agent can be
assigned to one or more campaigns. The campaigns assigned to an
agent do not have to be all inbound or outbound; they can be a mix.
The campaigns assigned to an agent can be part of one or more
Davox
. For information on specifying a campaign for an
If an agent is assigned to a Davox application and is expected to
receive calls from all of the campaigns that make up that application,
all of the campaigns should be specified in their EDGE workstation
ID. If a Davox application consists of five campaigns and only four
campaigns are specified in the workstation ID, the agent will only get
calls from these, and not the fifth campaign.
If a callset is specified in an agent’s workstation ID, and the agent is
not assigned to the corresponding campaign on Davox, the agent
will not receive calls from that campaign.
If using
, the target campaigns do not need to be
defined in the agent’s workstation ID. The agent is automatically
assigned to the target campaign upon receiving the first connected
call for that campaign from Davox. There may be a very small delay in
the screen pop to the agent on the first call from a target campaign
because EDGE must update its shared memory with the new cam-
Summary of Contents for EDGE 7.11
Page 1: ...EDGE 7 11 Telephony Gateway Reference Manual ...
Page 8: ...How to Use This Manual Telephony Gateway Reference Manual 8 ...
Page 210: ...Dialer Setup Callset Area Telephony Gateway Reference Manual 210 ...
Page 221: ...Dialer Setup Callset Area Telephony Gateway Reference Manual 221 ...
Page 237: ...Dialer Setup Callset Area Telephony Gateway Reference Manual 237 white text ...
Page 368: ...Open Campaign Telephony Gateway Reference Manual 368 Call processor ID Initialize files ...
Page 390: ...Send User Data Telephony Gateway Reference Manual 390 ...
Page 601: ...Environment Variables List of Environment Variables Telephony Gateway Reference Manual 601 ...
Page 638: ...CallPath Overview Telephony Gateway Reference Manual 638 CallPath Setup CallPath Messages ...
Page 724: ...SER SER Setup Telephony Gateway Reference Manual 724 START LENGTH 1 19 ...