Remote Agents only creating 1 line

[dlilly31]

I have created and tested a remote agent for outbound survey per the manual's instructions. I seem to be having an issue with my remote agent. I created a remote agent,user 1500, and assigned it 5 lines. I created the VICI user 1500 with recommended settings, and made sure there is no user in 1501, 1502, etc. When i make the remote agent active, i am only seeing one agent in the real time monitor. Calls go through fine, but it is only showing 1 agent. Am i missing something?



ViciBox 7.0.3
SVN Version : 2698
DB Schema Version: 1493
Sever: Cluster
Version: 2.14b0.5
Build: 170309-1209

[mflorell]

Nope, that's how it works. If you want to see agent lines for each agent in the real-time report you will need to add users for each incremental user number, but that is not necessary for everything to work properly.

[dspaan]

Hi Matt,

I'm trying to figure out what the Number of lines setting is for. I checked the manual, checked the forums. Couldn't find it. When do you use this? For outbound?

[mflorell]

The Number of Lines is for how many pseudo agents are created in the vicidial_live_agents table. It is the number of concurrent calls that can be handled by that Remote Agent entry at one time.

[dspaan]

Yes, i did some tests and noticed i could take another line after i was already in a call. However everytime i picked up another line on my Yealink hardphone while in a call, the new call immediately dropped. Could this be a vicidial issue or a phone issue?

[mflorell]

Might just be an issue with how Asterisk works. Vicidial Multi-line Remote Agents was designed originally as a forwarding option to send overflow calls to another call center, we really haven't tested it to work as a way to send multiple phone calls to the same local phone.