# Agents

<br />

> **The team members who answer calls. Each agent has an extension, a browser softphone, and optionally a personal mobile number — and shows up in every department and every routing rule.**

> **TL;DR**
>
> * **What it is —** the voice identity behind every team member. An agent has an extension, a browser softphone login, an optional Follow-Me mobile number, and zero or more department memberships.
> * **Who it's for —** admins provision and manage agents. Team members log in to the CRM and their softphone works automatically.
> * **Top outcome —** every agent is reachable from any voice menu or department queue, available in the CRM for click-to-call, and automatically tracked as Available or Logged Out based on whether they're signed in — with Follow-Me as an on-the-go backup.

## At a glance

|                    |                                                                                                                                                                |
| ------------------ | -------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Plan tier**      | Included with every Lodgestory Voice plan.                                                                                                                     |
| **Who can manage** | Account Owners and Admins provision and edit agents. Agents log in and use the softphone from inside the CRM.                                                  |
| **Availability**   | Driven automatically by whether the softphone is logged in or a Follow-Me number is set. No manual "On Break" toggle — availability follows real reachability. |
| **Dual-ring**      | An inbound call can ring the browser softphone and the Follow-Me mobile at the same time. Whichever answers first takes the call.                              |
| **Integrations**   | Team Members in the CRM, Departments for queue membership, the Calls workspace for the click-to-call dialer, and outbound campaigns for agent-first bridging.  |
| **Top limits**     | One active softphone call per agent at a time. Follow-Me loops are automatically blocked.                                                                      |
| **API**            | Partner API available on request.                                                                                                                              |

## How to find it

**Sidebar:** Settings → Calling → \[your account] → **Agents**.

**Direct URL:** `https://app.lodgestory.com/crm/settings/calling/{accountId}/agents`

The companion **AI Agents** tab on the same account configures AI voice personas — see **AI Agents for voice** below.

📸 `[SCREENSHOT: agents-landing.png — Agents list with avatar, extension, state badge, and Follow-Me column]`

## What are Agents?

### The problem it solves

A team member in the CRM is a person with an email. A spot in a department queue is a live phone identity that needs to ring, connect, and hang up reliably. Between the two sits something a little technical: the agent.

Naively treating the two as the same breaks immediately. One team member might need separate phone identities for two different accounts. Moving someone between departments means cleanly migrating their queue memberships. A team member taking a personal call on their mobile shouldn't confuse the queue into thinking they're available.

Agents solve that. Every agent is a voice identity tied to a CRM team member within a specific calling account, with their own availability, their own queue memberships, and their own Follow-Me mobile if they want one.

### What you get

* **Agent provisioning from the admin UI.** Pick a team member, assign an extension, optionally set a Follow-Me mobile, save. The softphone becomes available on their next CRM login.
* **Automatic availability tracking.** As soon as the softphone logs in, the agent is marked Available. When they close the tab or sign out, the system marks them Logged Out.
* **Queue memberships with tiers.** One agent can belong to multiple departments at different priority tiers — tier 1 in Support, tier 2 in Sales, for example.
* **Dual-ring for mobile agents.** When a queue rings an agent with Follow-Me configured, the browser softphone and the mobile both ring at the same time. Whichever answers wins; the other cancels.
* **Follow-Me loop protection.** If an agent's Follow-Me number happens to point back to another Lodgestory number in your account, the system detects it and doesn't create an infinite loop.
* **Per-agent caller ID.** Assign specific phone numbers as the default caller ID an agent uses for outbound calls.
* **Skill-based routing.** Multi-skill routing is expressed by putting the same agent in multiple departments at different tiers.
* **Live state visibility.** The admin dashboard shows every agent's status — Available or Logged Out based on softphone reachability, with in-call indicators when an agent is currently on a call. Perfect for spotting who's online at a glance.

### How it's different

* **The agent is separate from the team member.** One team member can hold agent identities across multiple calling accounts — great for agencies handling several clients from a single CRM login.
* **Availability follows reachability.** The platform considers you Available whenever your softphone is logged in or your Follow-Me mobile is reachable — not a toggle you have to remember to flip.
* **Dual-ring is one click.** Set a Follow-Me number on the agent and the browser + mobile dual-ring pattern works for every queue dispatch automatically.
* **Sticky routing aware.** Agent selection checks whether a caller has recently spoken to a specific agent before applying the department's ring strategy, so repeat callers land on familiar faces.

### Customer scenarios

* **Hotel front-desk agent on a laptop.** Extension 1001, browser softphone, no Follow-Me. Member of the Front Desk department at tier 1. Opens the CRM at the start of shift, sees the softphone indicator turn Available, and answers the first call the queue rings.
* **Field concierge on mobile.** Extension 1010, softphone enabled, Follow-Me set to their personal mobile. The queue rings both; the concierge answers on their phone while roaming; the call is still logged in the CRM and recorded automatically.
* **Part-time evening agent.** Logs in for their shift, handles calls, and closes the browser tab when they finish. The system flips them to Logged Out and the queue skips them until they log back in tomorrow.
* **Supervisor taking an agent off the queue.** To pause an agent's calls, an admin can either remove them from the department temporarily or clear their Follow-Me and have them sign out. Re-add when they're back.

### How it fits with Lodgestory Voice

* **Team Members** in the CRM are the pool from which agents are provisioned.
* **Departments** list agents as members with tier priorities.
* **Phone Numbers** can route directly to a specific agent.
* **Voice Menus** have a "route to agent" action.
* **The Calls workspace** is the agent-facing dialer and call log.
* **Outbound Campaigns** can dial an agent first and bridge the customer on answer.

## Core concepts

| Term                  | What it means                                                                                                                                      |
| --------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Agent**             | The voice identity of a team member within a calling account. Has an extension, softphone login, optional Follow-Me mobile, and queue memberships. |
| **Extension**         | A short internal number (usually four digits) that identifies the agent on internal routing.                                                       |
| **Softphone**         | The browser-based phone that lives inside the Calls workspace. Agents pick up calls from there using the computer's microphone and speakers.       |
| **Follow-Me**         | An external phone number — typically a personal mobile — that rings alongside the browser softphone. Optional.                                     |
| **Agent state**       | One of Logged Out, Available, On Call, Wrap-up, or On Break. Tracked automatically based on softphone status and call events.                      |
| **Queue membership**  | The agent's place in one or more departments. Each membership has a tier and a position.                                                           |
| **Default caller ID** | The phone number the agent's outbound calls appear to come from. Admins can pre-select this.                                                       |
| **Sticky agent**      | When a caller returns, the system prefers routing them to the agent they last spoke to — see **Departments** for details.                          |

### Agent state at a glance

| State          | What it means                                                                                       |
| -------------- | --------------------------------------------------------------------------------------------------- |
| **Logged Out** | The softphone isn't signed in and there's no Follow-Me backup. The agent won't receive queue calls. |
| **Available**  | Ready to take calls. The queue can ring them.                                                       |
| **On Call**    | Currently on a call. The queue skips them.                                                          |
| **Wrap-up**    | Just finished a call. A configurable breather before the queue rings them again.                    |
| **On Break**   | Manually taken off the queue (via membership or Follow-Me adjustments).                             |

## Quick Start — provision an agent in three minutes

### Step 1 — Navigate

**Settings → Calling → \[your account] → Agents**.

📸 `[SCREENSHOT: agent-qs-1-list.png — empty agents list with "+ Add Agent" button]`

### Step 2 — Click **+ Add Agent**

A dialog opens with a team member picker, an extension field (auto-generated or manual), and an optional Follow-Me number.

📸 `[SCREENSHOT: agent-qs-2-dialog.png — add agent dialog with team member picker]`

### Step 3 — Save

Lodgestory provisions the agent, generates their softphone credentials, and creates the link between their team member record and the voice account. The credentials are revealed once on the confirmation screen; admins can regenerate them later if needed.

📸 `[SCREENSHOT: agent-qs-3-created.png — confirmation screen with extension and softphone ready]`

### Step 4 — Assign to departments

Go to **Departments**, pick the department, and add this agent at tier 1 position 1 (or wherever you need them).

### Step 5 — Agent logs in

The team member opens the CRM and goes to the **Calls** workspace. The softphone registers automatically. Their status flips to Available.

📸 `[SCREENSHOT: agent-qs-5-softphone.png — agent's softphone showing Available with their extension]`

### Step 6 — Test

Call a phone number routed to the department. The agent's softphone rings; they accept; the call bridges. When they hang up, their status moves to Wrap-up for a few seconds and then back to Available.

### What's next

* Assign a default caller ID so their outbound calls go out on the right number — see **Phone Numbers**.
* Add them to more departments at different tiers for skill-based routing.
* Set a Follow-Me for on-the-go calling.

## How it works

* Every agent has a browser softphone that connects as soon as they open the Calls workspace.
* When the softphone is connected, Lodgestory marks the agent as Available and queues can ring them.
* When a queue dispatches a call, the agent's softphone rings. If they have Follow-Me set, their mobile rings at the same time.
* The first device to pick up takes the call. Both sides are connected and the call is recorded.
* When the call ends, the agent moves briefly into Wrap-up (configurable per department), then back to Available for the next call.
* If the agent closes their browser tab or signs out, their status flips to Logged Out and the queue skips them until they sign back in.

Availability is a reflection of real reachability — not a toggle the agent has to remember to flip.

## Features in depth

### Agent list

Columns: avatar, name and email, extension, state badge (color-coded), softphone status (green / amber / red), Follow-Me (if set), default caller-ID number, department memberships (badges), and actions (edit, regenerate softphone credentials, deprovision).

Filters cover state, department membership, and softphone status, so admins can quickly answer "who's online right now?" or "who's in the Sales department?"

📸 `[SCREENSHOT: agent-list-filters.png — agent list with filters applied]`

### Add and edit agent

The dialog offers:

* A **team member picker** scoped to people not yet provisioned on this account.
* **Extension** — auto-generated or manual.
* **Follow-Me number** in international format.
* **Ringback audio** and **greeting audio** — both picked from your media library.
* **Default caller ID** — a phone number to use for outbound calls.
* **Department memberships** — shortcut to add the agent to one or more departments; full management lives in the Departments module.

Saving creates the agent, links it to the team member, and gets the softphone ready.

### Regenerate softphone credentials

A button on every agent's row. Confirming rotates the credentials and the agent's next softphone connection uses the new ones. A one-time reveal shows the new credentials; admins should store them securely if manual configuration is needed.

### Caller-ID assignment

List every phone number on the account and tick which ones this agent may use for outbound. Set one as default; the Calls workspace pre-picks it in the dialer.

📸 `[SCREENSHOT: agent-caller-id.png — caller ID assignment widget with multiple numbers checked]`

### Softphone status monitor

For every agent the admin UI shows their current softphone status and the time it last connected. Stale logins (last seen more than five minutes ago but not formally logged out) are flagged in amber — typically a sign of a network hiccup on the agent's end.

### Bulk operations

Select multiple agents to add them to a department at once, regenerate softphone credentials in bulk (rare, used during a security event), or deprovision in bulk when decommissioning an account.

### AI Agents for voice

Under the **AI Agents** tab of the same account.

An AI voice agent is a separate entity from the CRM's text AI agents — tuned for phone conversations. Configure:

* A system prompt and a voice.
* A knowledge library so it knows your rates, policies, and content.
* Tools it can call during a conversation (availability checks, transfer to a human department, payment link generation).

Route calls to it from a phone number or from a voice menu action. At call time the caller speaks, the AI listens and responds in natural voice, and tools fill in dynamic data. Every turn of the conversation is stored for review.

A common pattern: the AI agent front-lines and transfers to a human department for anything complex or high-stakes.

📸 `[SCREENSHOT: ai-voice-agent.png — AI voice agent configuration with voice picker and tools list]`

## Roles & permissions

| Action                           | Account Owner | Admin |        User       |
| -------------------------------- | :-----------: | :---: | :---------------: |
| View agents                      |      Yes      |  Yes  | Own and team only |
| Provision an agent               |      Yes      |  Yes  |         No        |
| Edit an agent                    |      Yes      |  Yes  |         No        |
| Regenerate softphone credentials |      Yes      |  Yes  |         No        |
| Deprovision an agent             |      Yes      |  Yes  |         No        |
| Use the softphone                |      Yes      |  Yes  |        Yes        |

## Connections

* **Team Members** — the CRM user pool every agent maps to.
* **Departments** — agents are members of departments at specific tiers.
* **Phone Numbers** — agents can be direct routing targets and hold their own caller IDs.
* **Voice Menus** — the "route to agent" action targets a specific agent.
* **Outbound Campaigns** — agent-first campaigns dial an agent first before bridging the customer.
* **Calls workspace** — where agents use the softphone and see their call history.

## Limits a user will run into

| Limit                      | Value                             |
| -------------------------- | --------------------------------- |
| Extension length           | Configurable; four digits typical |
| Concurrent calls per agent | One on the softphone              |
| Extensions per account     | No hard cap                       |
| Follow-Me loops            | Zero — automatically blocked      |

### Behavior notes

* **Closing the browser tab with Follow-Me set keeps you reachable.** If you want to fully go off-duty, an admin should either remove you from the affected department or clear your Follow-Me on the agent edit screen. Otherwise queue calls still ring your mobile.
* **There is no "pause" or "on break" toggle today.** To stop receiving queue calls temporarily, sign out of the softphone with no Follow-Me, clear your Follow-Me, or have an admin remove you from the department. Re-add when you return.
* **Deprovisioning an agent is permanent.** Use it only when the team member has truly left — to temporarily suspend, remove them from departments instead.

## Errors & FAQ

**Can one team member be an agent on multiple calling accounts?**
Yes. Each account can have its own agent record for the same team member, with different extensions and different Follow-Me numbers. Useful for agencies handling multiple clients from one CRM.

**What happens if I deprovision an agent mid-call?**
The active call continues until it ends naturally, but queues that were ringing them stop immediately. Prefer to deprovision during quiet windows.

**Why doesn't my softphone stay registered when I close the tab?**
The softphone is a browser connection — closing the tab is a sign-off. You'll be marked Logged Out within a few seconds. Agents who need to stay reachable off-screen should configure Follow-Me.

**Can an agent be in a department without being signed into the CRM?**
Yes, if they have Follow-Me set. The department can ring their mobile even while they're not at the computer.

**How do I temporarily take an agent off the queue?**
The simplest options, in order of reversibility:

1. Have them sign out of the softphone (works if they have no Follow-Me).
2. Clear their Follow-Me on the agent edit screen, then have them sign out.
3. Remove them from the affected department. Re-add when they're back.

**Why is my softphone not registering?**
Common causes are a slow or blocked network (corporate firewalls sometimes block real-time voice) and an unsupported browser. Try a different network or browser. Contact support if it persists.

### Troubleshooting

| Symptom                                      | Likely cause                                         | Fix                                                                                                |
| -------------------------------------------- | ---------------------------------------------------- | -------------------------------------------------------------------------------------------------- |
| Duplicate extension error                    | Another agent has the same extension on this account | Pick a different extension                                                                         |
| Softphone won't register                     | Network, firewall, or browser compatibility          | Try a different network or browser; contact support                                                |
| Status stuck as On Call after hangup         | A call-end event was missed                          | Admins can reset the agent's state from the bulk actions menu; otherwise resolves on the next call |
| Status doesn't flip to Available after login | Rare synchronization delay                           | An admin can flip availability manually once; it self-corrects afterward                           |
| Follow-Me rings but softphone doesn't        | The browser lost its connection                      | Reload the Calls workspace tab to reconnect                                                        |

## Changelog

* **Apr 2026** — General availability with automatic availability tracking, dual-ring for Follow-Me, and AI voice agents as a sibling tab.

## Related modules

* **Departments** — where agents live as queue members.
* **Phone Numbers** — direct routing and caller-ID assignment.
* **Calls workspace** — the agent-facing dialer and call history.
* **Team Members** — the CRM user pool that agents are provisioned from.
* **Outbound Campaigns** — agent-first dialing mode.
* **Voice product hub** — the overall picture.

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