Once your Twilio account is connected to RentalReady, you can manage your call center agents.
Add a call center agent
Before you can add a call center agent, please ensure that the staff user has been created in RentalReady.
From the main menu, go to Users > Call center agents
Click on Add an agent
Fill in the form:
- Select staff user
- Select call center account
- Select the reservation category(ies) the agent can handle: future booking, ongoing booking and/or past booking
- Select the language(s) the agent can handle
- Select the phone number(s) that can be handled by the agent
- The Active button is checked by default
Once the form has been completed, click on Save to add the call center agent.
Modify a call center agent
From the main menu, go to Users > Call Center agent
In the last Actions column, click on ... > Edit
Modify the fields you wish.
Once the form has been completed, click on Save to save the changes made.
Deactivate a call center agent
From the main menu, go to Users > Call Center agent
In the last Actions column, click on ... > Deactivate
Call center agent status
You can check the status of call center agents.
From the main menu, go to Configuration > Call center > Worker status.
The list of call center agents and their status are displayed.
Here are the different user statuses:
- Offline
- Available
- Unavailable
- Busy
- Reserved
- Idle
- Paused