Agent Activation

VERIFY:

In order to have an agent or supervisor added to your Contact Center queue(s), the agent/supervisor MUST have a Teams account that is Enterprise Voice enabled (i.e. The new agent/supervisor must have a phone number tied to their Teams account.). 

• If the new agent/supervisor does not currently have a Teams account, or has an account without Enterprise Voice, please see this article Pinnacle, Quick Start Guide for Submitting Service Requests for instructions on requesting a new Teams phone account.

REQUEST:

When your new agent/supervisor has a Teams account with Enterprise Voice, please email the following pieces of information to contactcenter@illinois.edu:

• First and Last Name of the new agent/supervisor
• NetID of the new agent/supervisor
• Teams telephone number of the new agent/supervisor
• University email address of the new agent/supervisor
• Main telephone number used in the Contact Center
• Department name
• CFOP to bill for the new agent's/supervisor's account
• Who to contact if the Contact Center Team has questions concerning the request (Name, NetID, and telephone number)
• What group of agents or supervisors should the new person become a part of (giving the name of a current agent or supervisor who is already part of the group you'd like the new person to be in is acceptable).

Agent Deactivation

REQUEST:

Your request for deactivation/removal of the agent or supervisor's account should be emailed to contactcenter@illinois.edu along with the following pieces of information:

• First and Last Name of the agent/supervisor to be removed
• NetID of the agent/supervisor to be removed
• Teams telephone number of the agent/supervisor to be removed
• Main telephone number used in the Contact Center
• Department name
• Who to contact if the Contact Center team has questions concerning the request (Name, NetID, and telephone number)