Symptom / Need

You need to update or modify an agent's information in wolkvox Manager, such as their name, password, ID number, voicemail, audio quality, or allowed IP.

Context / Scenarios

In the Agents tab, within the Agents & Skills section, the data of agent-type users is managed. After creating an agent, it is necessary to complete their information so that they can operate correctly.

• Editing the information allows you to configure essential parameters, such as the access password, voicemail and the IP from which you can connect.
• It is not possible to edit the Agent ID as it is automatically assigned by the system.
• If an agent does not have updated information, they may not be able to access or receive calls in wolkvox Agent.

Answer (Solution/Recommendation)

To edit an agent's information in wolkvox Manager, follow these steps:

• Enter wolkvox Manager and in the left side menu select Agents & Skills > Agents.
• Locate the agent you want to modify in the agent table. You can use the search field by entering their agent ID or name.
• Right click on the agent and select the "Edit Agent Information" option.
• A window will open with three tabs:
  • Basic information: Allows you to edit the name, password, ID, SSO user, voicemail and call forwarding number.
  • Audio Quality: Allows you to select the audio quality level with which the agent will operate.
  • Advanced Information: Allows you to configure the IP from which the agent can connect and whether they will be able to activate/deactivate the "In Queue" switch to receive calls and chats.
• Make the necessary changes in each tab according to the information you want to update.
• Click "Save" to apply the changes.

💡 Note: If the system does not allow creating more agents, check if there are agents with incomplete information. New agents cannot be created if there are two unedited extensions.