On Premises

Learn about PSTN Agents

Note: An Enterprise license or higher is required to access these features.

Introduction

PSTN Agents are a feature that allow you to use a lineuri (e.g., tel:+31612345678) instead of a sipuri for agents (e.g., sip:agent@example.com).

 

PSTN Agents Licensing

To use PSTN agents, the following licensing rules must be followed:

  • For existing Licenses, the maximum number of PSTN agents defaults to 25

  • For new Licenses, the number of PSTN agents is freely configurable, but defaults to 25 in the License Builder

    • The PSTN agents are summed over all UCCs

      • ​e.g., 15 agents in UCC1 and 15 in UCC2 is 30 agents total; this is not allowed

      • Any PSTN agents you attempt to add that are outside of your license will trigger an error in the logfiles and the agent will not be added.

    • If you add an agent to multiple UCCs, this will be deducted from your license multiple times.

      • e.g., if tel:+31612345678 is added to UCC1 and added to UCC2, and you are licensed to have 25 agents, you will have 23 slots left.

 

Presence Emulation

​The UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. emulates presence for PSTN agents. If an agent is in a UCC call the presence of the agent will be set to 'busy'. If the agent is not in a call the presence will be set to 'available'.