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Setting Up Agents in the Admin Dashboard

Nivya U
  • Updated

This article guides you through setting up Agents in the admin dashboard. It takes you through creating, updating, and deleting agents in the VoiceStack admin app.

Overview

The Agents screen displays a tabular view of all configured agents in the VoiceStack Admin App, allowing easy access and management.

Each row includes essential details such as the agent’s Name, Extension, Caller ID, Location, Device Type, Ring Groups, and Status, SVM, along with a Configure button to view or modify their settings.

Search and Filter option

 At the top of the screen:

  • A Search bar allows quick lookup of agents by name or extension.
  • A Location Filter dropdown lets admins narrow down agents based on their assigned location. 

Creating an Agent

1. Select Configuration > Calls > Agent.

2. Click the Create Agent button at the top right corner of the Agents screen.

3. Enter the following details.

  • User: Select a user from the dropdown list. Users can be created either in the Practice Management System (PMS) or in the Admin App > Users section.
  • Email: Auto-populated from the user’s registered email address.
  • Phone Number (Optional): Enter the agent’s contact number.
  • Assign Extension (Optional): Select an available extension number from the dropdown.
  • Call Visibility: Allows administrators to control whether agents can view all calls or only the calls they have personally handled. When limited to only own calls, IQ summaries remain available to provide necessary context, while full call details stay hidden for privacy and security.
  • Ring Groups (Optional): Select a ring group from the dropdown.
  • SVM (Optional): Select a shared voicemail (SVM) from the dropdown.
Note: Ring Groups and SVM fields appear after the agent is assigned an extension.

4. Device Settings: Specify the device type through which the agent can handle calls. When you select a device, its corresponding details fields are shown for configuration. 

You can select one or more of the following:

  • Softphone
  • Deskphone
  • Number
  • SIP
  • Mobile

5. Active Device: Choose the device that will handle the agent’s incoming and outgoing calls.

When multiple devices are selected, Simultaneous Ringing is enabled. This allows incoming calls to ring on all selected devices at the same time. Once a call is answered on any one device, ringing will stop on all other devices.

  • A notification will be displayed indicating that selected devices will ring at the same time, confirming that simultaneous ringing is active.

Additional Behavior with Simultaneous Ringing Enabled

  • Auto Answer is automatically disabled when more than one device is selected.
  • Do Not Disturb (DND) applies to the entire extension; enabling it on any device will stop calls from ringing on all devices.
  • If a call is answered on one device, other devices will display the call as active in the call winlet.
Note: To enable the Simultaneous Ringing feature for your practice, please contact VoiceStack Support.

Note: 

After assigning an extension, you can:

  • Set the Device Type to Deskphone.
  • Set the Active Device to Deskphone.
  • Once the Device Type is set to Deskphone, the Call Waiting toggle becomes visible, allowing you to enable it for the agent.
  • Auto Answer: Automatically picks up calls routed to this agent (not applicable for simultaneous ring groups).
  • Virtual Assistant: Toggle ON if this agent serves as a virtual assistant.
  • External Call: Allows or restricts external calling capability.
  • Enable DND: Enables agents to turn on Do Not Disturb as required.

6. Manage Caller ID Configuration.

Manage how outbound calls from the agent appear to recipients.

(a) Location Caller ID: When enabled, the system automatically uses the practice/location’s caller ID.

(b) When disabled, manually select:

  • Default Caller ID: Primary caller ID displayed to recipients.
  • Additional Caller ID: An alternate number that can also be displayed.

7. Set Up Agent-Specific Voicemail.

  • Audio: Choose the voicemail greeting the caller hears when reaching the agent.
  • Send Voicemail to Email: Enable this option to send voicemail recordings directly to the agent’s registered email address.

8. Set up Additional Call Handling Features.

  • Enable Whisper Message:
    Plays a short internal message that the agent hears before answering a call — useful for identifying the practice or providing context in multi-location call centers.
  • Answer Calls on Mobile During Break or After Hours:
    Allows the agent to take calls on their mobile phone outside of standard working hours.
    • Mobile Number*: Enter the mobile number to which after-hours calls should be routed.
    • Specify Working Business Hours: Use the Add Slot option to define working hours for each day of the week.
  • Allow Call Forwarding: Grants the agent permission to forward calls to another number.
  • Allow Audio Download: Enables the agent to download call recordings for review or documentation.

9. Click Create to save the agent profile once all configurations are complete. The new agent will now appear in the Agents screen with all configured settings.

Updating an Agent

1. Locate the Agent from the table. Click Configure. The Update Agent screen is displayed.

2. Specify the changes. Click Update to save the changes or click Cancel to discard the changes. 

Deleting an Agent

1. Locate the agent you want to delete.

2. Click Delete. A confirmation prompt is displayed.

3. Click Delete or click Cancel to discard the changes. 

Support / Contact

Need further help? Contact support@voicestack.com  or call 407-833-6436.

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