Teams Contact Center, Account Activation or Deactivation Requests for Agents or Supervisors

This article describes the process current Contact Center supervisors should use to have agents or supervisors added or removed from their Contact Center queue(s).

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.). 

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)