Introduction

wolkvox CRM allows you to enable and control the telephony functions of wolkvox Agent (previously AgentBox) directly from the wolkvox CRM interface for a user profile, allowing agents to manage calls without having to switch between applications.

The "AgentBox Buttons" tab in the wolkvox CRM profile settings allows administrators to define which call control buttons will be available to users in the CRM interface. These buttons facilitate interaction with the wolkvox Agent platform, enabling agents to perform actions such as muting the microphone, hanging up a call, or changing their status directly from the CRM. For this functionality to operate correctly, the call integration between both platforms must be configured, and the "Activate AgentBox Port" option must be active in wolkvox Manager.

Configuration

To configure the wolkvox Agent button permissions, follow these steps:

Accessing Permission Management

• In the side menu, click on the “Configuration” icon.    
• Select the “Users” tab and then the “Profiles” option.    
• Locate the profile you wish to edit (for example: Agent, Administrator, or Supervisor) and click on the pencil icon.    
• Once in the permissions section, select the "AgentBox Buttons" tab.    

Configuration of wolkvox Agent Buttons

In this tab, you can activate or deactivate each of the available buttons for the profile. Just check the box for the button you want to appear in the CRM for the user with this profile. The available buttons are:

• Agent Predictive: Allows the agent to efficiently schedule outbound calls.    
• Agent Predictive Campaign: Allows the agent to schedule an outbound call with the current customer of a predictive campaign.    
• Mute: Enables the button to mute the agent's microphone.    
• Ready: Allows the agent to change their status to "Ready" to receive calls.    
• Logout: Allows the agent to set their status to “Logout” or “disconnected.”    
• Hang Up: Enables the button to hang up the current call.    
• Hold: Allows the agent to put the customer on hold.    
• ACW: Allows the agent to set their status to "ACW" (After Call Work).    
• Transfer: Enables the call transfer function, which may include the extension number of another agent.    

Apply the Changes

Once you have selected the desired buttons, click the "Edit" button at the bottom of the page to save and apply the configuration to the profile.