The Agents section of AIUNIFY Call Center allows a business to add human call center representatives, control their access, monitor their activity, and manage their account status.
Agents are separate users who can sign in using their own email address and password. Depending on the permissions assigned to their role, agents may be allowed to place calls, use the softphone, access assigned telephone numbers, view contacts, work with campaigns, or review call information.
Each agent account remains connected to the customer or organization that created it. This structure allows every business using AIUNIFY Call Center to maintain its own team without viewing agents who belong to another customer.
Administrators can also create agents on behalf of customers and assign each new agent to the correct customer account.
Customer account owners can access their agents from the main navigation menu.
Only users with permission to view or manage agents will be able to access this section. If the Agents option is not visible, the signed-in account may not have the required role or permissions.
The Agents Management page displays the members of the call center team connected to the current customer account.
The table may include the following information:
This is the agent’s full name. The system also displays an avatar containing the first letter of the agent’s name when no profile image is available.
This is the email address the agent uses to sign in and receive applicable account notifications.
Each agent must have a unique email address. The same email address cannot be assigned to multiple users.
The Status column shows whether the agent account is currently active, inactive, or suspended.
The Parent column identifies the customer account or organization responsible for the agent.
Customer users normally see only agents connected to their own account. Administrators may see the customer to whom each agent has been assigned.
The Permissions column displays the number of permissions associated with the agent’s role.
This column shows the most recent date the agent signed in. If the agent has never logged in, the system displays Never.
The Actions menu provides access to the available management options, including:
The actions shown may depend on the permissions of the signed-in user.
The Search field can be used to locate a specific agent.
The search examines both the agent’s name and email address.
To return to the complete agent list, remove the search text.
The status filter allows the account owner or administrator to review agents according to their current account condition.
The available filters are:
Displays all agents connected to the account.
Displays agents whose accounts are currently enabled.
Displays agents whose access has been disabled while preserving their account information.
Displays agents who have been temporarily blocked from accessing the system.
To apply a filter:
Search and status filters can be used together.
To add a new member of the call center team:
The system will validate the information before creating the account. Any fields requiring correction will display an error message.
The Create Agent page includes the following fields.
Enter the agent’s complete name.
The name will appear in the agent list, account profile, performance records, and other areas where the agent is identified.
Enter a valid email address that is not already assigned to another user.
This becomes the agent’s username for signing in to AIUNIFY Call Center.
Create the agent’s initial password.
Use a strong password that is not shared with other accounts or systems.
Enter the same password again.
The Password and Confirm Password fields must match before the agent can be created.
When an administrator creates an agent, the page may display an Assign to Customer field.
This field connects the agent to the business or customer account the agent will represent.
Only active customer accounts are available for selection.
This assignment is important because it determines which customer can manage the agent and which business records the agent may access.
A customer creating an agent from their own account does not normally need to select a customer. The system automatically associates the agent with the signed-in customer account.
The Agent Permissions section displays the system permissions available for agent access.
Permissions may relate to areas such as:
Select only the access required for the agent’s responsibilities.
An agent responsible only for making calls may not need permission to manage users, pricing, system settings, or administrative records.
The current AIUNIFY Call Center implementation primarily derives agent access from the main Agent role.
Although the Create Agent and Edit Agent pages display a permission selector, individual permission overrides for each agent are not fully implemented in the current source version. The system ensures that the Agent role is connected to the account, and the permissions assigned to that role remain the primary authority controlling access.
Changes to the main Agent role may therefore affect multiple agents who use that role.
To review an agent:
The Agent Details page displays the agent’s identity, account status, permissions, activity, and performance information.
The Agent Details page includes performance cards that summarize the agent’s activity.
Shows the number of campaigns executed or associated with the agent.
Shows the total number of calls placed by the agent.
Shows the agent’s total recorded talk time.
Duration is displayed in minutes and seconds.
Shows the number of contacts successfully reached by the agent.
These measurements can help account owners compare activity, identify training needs, and confirm whether agents are actively using the system.
Performance numbers should be reviewed together. A high number of calls does not automatically indicate successful performance if the number of contacts reached remains low.
The Agent Details section may display:
The Last Login field can help determine whether the agent has successfully accessed the platform.
If the field displays Never, confirm that the agent has received the correct login address, email address, and temporary password.
The Agent Details page may also display the agent’s recent call activity.
A call record may include:
Common call statuses may include:
The call connected successfully.
The recipient did not answer.
The recipient’s line was busy.
The call could not be completed.
Recent calls can be used to confirm that the agent is making calls through the appropriate campaign or assigned telephone number.
To update an agent:
Changes to the agent’s name, email address, status, password, or role access take effect after the record is saved.
Permission changes may require the agent to sign out and sign back in before the updated access appears.
The Edit Agent page allows the agent’s name and email address to be changed.
When changing the email address:
Changing the email address does not automatically change the agent’s password.
The Edit Agent page includes Password and Confirm Password fields.
To keep the current password, leave both fields blank.
To assign a new password:
Do not send administrator or agent passwords through an unsecured public message.
AIUNIFY Call Center supports three agent statuses.
An active agent can sign in and use the features permitted by the Agent role.
Use Active for agents who are currently working and authorized to access the account.
An inactive agent cannot sign in, but the account and its related information remain stored.
Use Inactive when an employee is temporarily unavailable, on leave, awaiting onboarding, or no longer needs immediate access.
A suspended agent is temporarily blocked from accessing the system.
Use Suspended when access must be stopped immediately while an issue is reviewed.
Suspension is useful when the account should not be deleted because its history and records may still be required.
The Actions menu provides a quick status control.
To deactivate an active agent:
The agent’s status changes from Active to Inactive.
To reactivate an inactive agent:
The status changes back to Active.
The quick status control switches between Active and Inactive. To place an agent in Suspended status, open the Edit Agent page and select Suspended from the Status field.
Agents may have telephone numbers assigned to them for use with the AIUNIFY Call Center softphone.
An agent can review their assigned numbers by opening:
Communication → My Numbers
The My Numbers page may display numbers from two sources.
These are telephone numbers assigned directly through the connected telephone provider.
These are numbers delivered through a configured SIP trunk or external carrier connection.
Each number may display:
The softphone uses eligible assigned numbers when an agent places calls.
If an agent has no assigned numbers, the page instructs the agent to contact the account administrator.
Deleting an agent removes the agent’s account from the system.
To delete an agent:
Deletion should be used carefully because the interface identifies it as an action that cannot be undone.
When historical activity, campaign records, call information, or ownership records may still be needed, deactivate or suspend the account instead of deleting it.
Create a separate account for every agent. Agents should never share one login.
Assign only the access required for each person’s job.
Immediately deactivate accounts belonging to people who no longer work with the organization.
Use Suspended status when an account requires investigation but should not yet be deleted.
Review the Last Login field regularly to identify unused or inactive accounts.
Review calls made, contacts reached, talk time, and campaign activity together when evaluating performance.
Make sure each agent has an assigned telephone number before expecting the agent to use the browser softphone.
Require agents to use strong passwords and protect their login credentials.
Review the main Agent role before adding large numbers of agents because role changes can affect every account connected to that role.
Confirm that the agent is using the correct email address.
Confirm that the account status is Active.
Reset the password from the Edit Agent page when necessary.
Confirm that the agent is using the correct AIUNIFY Call Center login page.
Confirm that the Agent role has permission to access the feature.
Ask the agent to sign out and sign back in after permission changes.
Confirm that the feature is available to Agent accounts and is not restricted to Customers or Administrators.
Confirm that the agent has an assigned telephone number.
Confirm that the number has Voice capability.
Confirm that the telephone provider or SIP trunk is active.
Confirm that the browser has permission to use the microphone.
Confirm that the agent can open the Softphone page.
Remove any active search text.
Change the status filter to All Statuses.
Confirm that the agent was assigned to the correct customer account.
Confirm that the account has the Agent role.
Ask the agent to log out and log back in.
Review the permissions assigned to the main Agent role.
Remember that the current system primarily uses role-level permissions rather than complete individual per-agent permission overrides.
The Agents section provides the tools required to build and supervise a call center team.
Customer account owners can create agents, search and filter their team, review agent profiles, monitor call activity, reset passwords, update account statuses, and remove accounts when necessary.
Administrators can create agents on behalf of active customers and connect each agent to the proper customer account.
Agents can access assigned telephone numbers and use those numbers through the AIUNIFY Call Center softphone when their account, permissions, and telephone configuration are active.
Deactivation or suspension should normally be used before deletion whenever the organization may need to preserve account history or related operational records.