How to configure Ruby for different Call Centre setups

[Belinda Frick]

On Ruby, an agent can have an Agent Code, Name, Login, and Default Extension.
Agent Code and Name are required.

Agent Code is used by Ruby to identify an agent and keep information for a
specific agent. Try to use Agent Codes which are unlikely to change, first
names in small call centres, possibly adding numbers in larger call centres.
Unless specified below, don't ever use extensions as the Ruby Agent Code.
At some point, the extension for an agent may change, and this will cause problems.

Ruby also has a computer / extension lookup table. In most call centres, the
extension and computer are together on one desk. This lookup table tells
Ruby which extension is with which computer.

Possible configurations



Call Centre with only telephones, agents have no
login codes on phones, agents do not move around

Configure all the agents using the first name as the agent code.
Use the telephone extension as the default extension.
Leave the login field blank
Disable "Use Sessions" in Ruby Configuration



Call Centre with only telephones, agents have no
login codes on phones, agents move around

Ruby cannot give agent statistics, as there is no way to find out
which agent is sitting at which extension
Configure all the agents, using the extension as the agent code
Also use the extension as the agent name
Leave the login field blank
Disable "Use Sessions" in Ruby Configuration



Call Centre with only telephones, agents have
login codes on phones, agents do not move around

Configure all the agents using the first name as the agent code
Use the phone extension as the default extension.
Leave the login field blank
Disable "Use Sessions" in Ruby Configuration



Call centre with only telephones, agents have login
codes on phones, agents move around

Configure all the agents, using the first name as the agent code
Leave the extension field blank
Use the phone login code as the Ruby login
Disable "Use Sessions" in Ruby Configuration



Call Centre with only PCs

Configure all the agents, giving the first name as the agent code
Leave the extension field blank
Use the Windows user name as the Ruby login (Each agent must have
their own user name)
Configure the PCBoard to auto-login



Call Centre with both PCs and phones, agents do not move around

Configure all the agents, giving the first name as the agent code
Use the extension as the default extension
Use the Windows user name as the Ruby login (Each agent must have
their own user name)
PCBoard must not auto-login



Call Centre with both PCs and phones, agents move around, agents
do not have logins on phones, extensions are at fixed locations

Configure all the agents, using the first name as the agent code
Leave the extension blank
Use the Windows user name as the Ruby login (Each agent must have
their own user name)
Add all the agent computer IP addresses or computer names and
corresponding extensions to the IP / extension lookup table
PCBoard must not auto-login



Call Centre with both PCs and phones, agents move around, agents
have logins on phones, extensions are at fixed locations

Configure all the agents, using the phone login as the agent code
Leave the extension blank
Use the Windows user name as the Ruby login (Each agent must have
their own user name)
Add all the agent computer IP addresses or computer names and
corresponding extensions to the IP / extension lookup table
PCBoard must not auto-login



Call Centre with both PCs and phones, agents move around, agents
have logins on phones, extensions move around with agents

Configure all the agents, using the phone login as the agent code
Use the agent's extension for default extension
Use the Windows user name as the Ruby login (Each agent must have
their own user name)
PCBoard must not auto-login





Technical details of CLOCK IN / LOG IN
For any Call Centre not covered by the above, details are provided
below on how Ruby uses the information received. This information
can be used to determine how to configure Ruby.


Ruby can receive CLOCK IN information from a PCBoard. This shows
the time that the agent arrived at work, according to Ruby. For
telephones only Call Centres, disable the "Use Sessions" option
on the Ruby Configuration. This will force Ruby to CLOCK the agent
IN or OUT when a LOGIN or LOGOUT message is received.


When Ruby receives a LOG IN message, it uses the login code in the
message to find the agent. On many PABXs, the extension is used as
the login code, so Ruby first tries to find an agent currently on
that extension.

Ruby then tries to find an agent who has a matching login code. If
that fails, it tries to match the login code to the Default extension.
Lastly, it tries to match the login code to the Agent Code. Any of
these fields can be used as a fallback to store the login code.