Function of External Agents

Call forwarding and redirection: Incoming calls can be forwarded to the phone number of an external agent assigned to a project.
Use of VOIP Devices: Incoming calls can also be directed to VOIP devices registered in our system, provided that the external agents have been set up with the appropriate credentials (username and password).

Adding a new User

1. Navigate to the Users menu on the Comnica CC admin interface.
2. Click on the New user button.
3. Fill in the required fields to provide the user’s details (e.g., name, email address, phone number, etc.).
4. After creating the user, their account will appear in the Users list.

Selecting the External Agent Role

1. On the User datasheet page of the newly created user, navigate to the User role section.
2. Select the user you just created and set their role to External Agent.

External Agent Settings

1. After setting the role, scroll down to the Product specific user settings section.
2. Here, you’ll find the Extension Settings area, where you need to configure the external agent’s type and availability.

Select the External Agent’s type:

1. Click on the appropriate bar to choose one of the available types:

phone: Here, you need to enter a mobile phone number to which calls will be forwarded when the external agent is assigned to a project.
pjsip: This option is required if you want to set up login credentials for an existing phone or extension. In this case, you will also need a password for authentication. If you need further information or are unsure about the username-password combination to be entered here, please contact our Customer Support.

2. Once you have completed the necessary settings (external agent type and availability), you can assign the agent to the desired project.