Virtual agents

Who should read this article: Administrators

Set up a SIP based Virtual agent that joins dialer campaigns, manages calls (answer, transfer, conference), and is included in recordings and reports with no softphone required.

Introduction

A Virtual agent is a SIP based calling user that behaves like a live agent in your contact center. It can answer and transfer calls, join three way conferences, send and receive DTMF, and participate in dialer campaigns without using Agent Panel. All calls with a Virtual agent are recorded and included in real time and historical reports, so operations and analytics work the same way as with Standard Users.

Choosing the user type

When creating a user, an admin can choose either Standard User or Virtual agent. Standard Users have configurable permissions and privileges that you can tailor to each role. Virtual agents have a fixed set of capabilities that are enabled by design, including manual outbound calls, click-to-call, and external transfers. Because Virtual agents connect through a SIP URI and do not sign in to Agent Panel, they do not require statuses or presence to participate in routing or Dialer campaigns.

Prerequisites for creating a Virtual agent

• The Virtual user feature is enabled for the contact center in the Pro plan
• The queues, skills, and teams you plan to assign to the Virtual agent
• The speech language to use if Speech Analytics is enabled

Adding a virtual agent

To add a single virtual agent, follow these steps:

1. From the Voiso main menu, navigate to Users > Users.
2. Click Add user.
3. In the Add user dialog, choose Virtual agent, then click Continue.
   
4. The Add virtual agent page is displayed.
   
   1. In the General section, enter the following information:
      1. Name: A unique name for the virtual agent.
      2. SIP URI: A SIP URI from your bot provider in the format sip:user@domain[:port].
      3. Extension: An internal extension for transfers and routing purposes.
   2. (Optional) In the Assigned teams section, click Manage, then assign the virtual agent to one or more teams.
   3. (Optional) If the virtual agent will handle inbound calls and your contact center uses skills-based writing, then in the Assigned skills section, click Manage, then assign skills to the virtual agent.
   4. (Optional) If the virtual agent will handle inbound calls, then in the Assigned queues section, click Manage, the assign the virtual agent to one or more inbound queues.
5. Click Save.

Speech Analytics

If Speech Analytics is enabled in your contact center, the Speech language menu is included on the Add virtual agent page. The first available language from the enabled languages is selected by default. Use the menu to select the language to be used for speech analytics.

Flow builder

You can route calls to a Virtual agent in Flow builder using the Route node. From the Route to menu, select one of these destinations:

• SIP URI: Send the call directly to the SIP address configured on the Virtual agent’s profile.
• Virtual agent (by name): Select the Virtual agent from the user list.
• Queue: Route to a queue that includes the Virtual agent; the call is offered according to your queue’s routing rules.

Dialer campaigns

Virtual agents may only be assigned to one Dialer campaign at a time. Calls are directed to virtual agents when they complete a call.

Click-to-call