The Agents as Users feature is handy when a user has multiple devices and you want a "true count" for how many actual users are in a queue. Additionally, this feature allows a user's answering rules to be honored* and will ring the active devices and off-net numbers listed.

*Please note, DND on the PBX level (User's answering rules) will not stop the Call Queue logic from ringing the User's devices. To prevent incoming calls, the user must log out rather than setting the status to DND. However, DND on the device level will work as expected.

The UI Configs described below allow you to enable a User-based queue, Device-based queue, or both. 

If both options are enabled, a new drop-down will appear when you add an agent in the Edit Agents dialog. You can navigate to this section from the Call Center screen by clicking the Edit Agents button to the right of the call queue you want to edit.

Then when you click on the Add Agent button you can select in the Add Agents by dropdown menu either User or Device (labeled 'Phone' in the UI) based agents.

Manage Queues by User

Once the configs have been set for Users, when you open a queue, the devices present will now be denoted by a Device icon.

When a device is present, and the User functionality is on, then the Convert Agents button will be available at the bottom that will convert all agent devices to the user-based method instead. Upon conversion, agents with multiple devices will only appear once as they are considered as a single user.

If you have hotdesking devices in a queue, we recommend adding the agent user to the queue, and removing the hotdesk device, as well as not using the Convert Agents feature to move from device to user.

As seen in the example below, any device(s) is now switched to user(s), and any other devices are no longer visible. Additionally, the Convert Agent button is no longer present.