/
Agent management

Agent management

Feb 18, 2026

Agents are the people who make and receive calls through UltraCart Calls. Each agent has a work extension, belongs to one or more queues, and can be configured with personal voicemail, recording preferences, and call forwarding. This page covers creating agents, configuring their profiles, and managing agent settings.

Overview

Every person who handles calls in your organization needs an agent profile in UltraCart Calls. An agent profile links a UltraCart user account to the phone system, giving that person an extension, queue memberships, and access to the softphone. Agents can also be AI voice agents -- automated agents that handle calls using artificial intelligence.

The agent list in Calls > Settings > Agents shows all configured agents with their name, extension, voicemail status, and call routing preference. Human agents display a person icon, while AI agents display an AI icon.

Creating a new agent

  1. Navigate to Calls > Settings > Agents.

  2. Select Add Agent.

  3. Choose the UltraCart user login for this agent. The agent's name is pulled from their user profile.

  4. Assign a Work Extension number. This is the number other agents dial to reach this person internally.

  5. Configure the remaining profile fields as needed (described below).

  6. Select Save.

Agent profile settings

Basic information

Field

Description

Field

Description

Login

The agent's UltraCart username (read-only).

Full Name

Pulled from the user profile (read-only).

Work Extension

The internal extension number for direct dialing.

Default Outbound Number

The caller ID displayed on outbound calls. Set to "Organization Default" to use the system default, or select a specific phone number.

Call routing preference

The call routing preference determines how inbound calls reach the agent:

  • Browser Softphone -- calls ring in the agent's browser using the built-in softphone. This is the default and most common option.

  • Hardware Phone -- calls ring on a linked SIP desk phone. This option only appears if your organization has hardware phones configured.

  • Forward to Cellphone -- calls forward to the agent's mobile phone. This option only appears if a cellphone number is configured.

Cellphone forwarding

Enter the agent's cellphone number to enable the "Forward to Cellphone" routing option. When forwarding is active, inbound calls ring the agent's cellphone instead of the softphone.

When calls are forwarded to a cellphone, features like call recording, transfers, and conferencing may be limited compared to the browser softphone.

Recording preferences

  • Record Outgoing Calls Automatically -- when enabled, outbound calls made by this agent are automatically recorded. Inbound call recording is configured per queue (see Call queues).

Class of Service

Select a Class of Service (CoS) template to control what outbound calls this agent can make. CoS templates can restrict international dialing, premium-rate numbers, and other call types. See Class of Service for details.

Hardware phone settings

When the call routing preference is set to Hardware Phone, two additional fields appear:

  • Linked Hardware Phones -- select which SIP phones are associated with this agent.

  • Preferred Phone for Incoming Calls -- choose which linked phone rings when an inbound call arrives for this agent.

Configuring voicemail

Each agent can have a personal voicemail mailbox. The voicemail section of the agent profile lets you enable or disable voicemail and choose what callers hear when the agent is unavailable.

With voicemail enabled

Toggle voicemail on and select an existing voicemail mailbox or create a new one inline. The new mailbox form includes:

  • Mailbox name

  • Greeting type -- upload an audio file or use text-to-speech (with male or female voice selection)

  • Followup type -- the message callers hear after leaving their voicemail

  • Notification email -- an optional email address that receives alerts when new voicemails arrive

Without voicemail

When voicemail is toggled off, you can still configure an unavailable greeting. This is the message callers hear when they reach the agent but the agent can't take the call. Choose between uploading an audio file or using text-to-speech.

The voicemail section is hidden when the agent's call routing preference is set to "Forward to Cellphone," since voicemail is typically handled by the mobile carrier in that scenario.

Assigning agents to queues

Agents receive inbound calls through the queues they belong to. You can assign agents to queues from either the agent profile or the queue configuration page.

  • From the agent profile: Queue assignments are visible when editing the agent, though the primary assignment interface is on the queue settings page.

  • From queue settings: Navigate to Calls > Settings > Queues, edit a queue, and toggle agents on or off under Queue members. See Call queues for details.

An agent can belong to multiple queues simultaneously.

Editing and deactivating agents

To edit an existing agent, navigate to Calls > Settings > Agents and select the agent from the list. The edit dialog opens with all configurable fields.

To remove an agent from the phone system, delete their agent profile. This removes their extension, queue memberships, and voicemail configuration.

Deleting an agent profile is permanent. The agent's voicemail messages and call history remain accessible in the system, but the agent can no longer make or receive calls through UltraCart Calls.

My Profile (agent self-service)

Every agent -- regardless of their permission level -- can access Calls > Settings > My Profile to manage their own settings. The My Profile page lets agents configure:

  • Cellphone number for forwarding

  • Recording preferences

  • Agent activity status

  • Audio device settings (microphone, speaker, ringtone device)

Agents cannot change their own extension, login, or voicemail mailbox assignment from My Profile. Those fields are managed by administrators.

Related pages