Onboarding checklist for managers and agents

Christina Dechent
Christina Dechent
  • Updated



To Do


Add an agent (internally/Import from another source system).

Reset babelforce password.
Login to babelConnect.

Ensure that Bria Licences and Agent IDs are ordered using this link Ordering-and-cancelling-licenses-SIP-IDs-and-Bria-Enterprise

Add the Agent ID (999 number) you see on the license sheet via the agent section in manager

In case you are using a provisioned Bria, agents or your administrator need to install Bria after receiving an email including the download link (you can also download it from this page).

If password reset via Bria is enabled, have the agent request a temporary password. See step-by-step instruction here

Login to Bria

Setup audio device & microphone on your computer and if applicable in your softphone.

Organize agents in groups and tags with skills and attributes Organize agents in groups and add tags with skills and attributes  according to the queue selection settings

Create Groups (Create a new group video)

Create agent selection for dynamic call distribution How to create agent selections for dynamic call distribution  

Make outbound numbers (Display as numbers) available for agents 



Taking calls

Make sure Bria always starts automatically in the background with the computer

Make sure Windows popups or Mac notifications are enabled

Adjust agent presence to "available" (help desk article).
When a call comes in it must be accepted via Bria Enterprise or any other phone device.
If setup, ticket will be pushed when call is connected 
In babelConnect you see from which queue the call comes  (Taking an inbound call)
In babelConnect you see the calling number 
If setup, you will see the wait time and other interesting facts about the caller 
When away from workspace, availability must be changed to a busy status to avoid that babelforce continues forwarding calls to agent.



Making calls

Outgoing calls are initiated via babelConnect (Making an outbound call)
Open ticket with customer's request - if click to call is enabled, the number will automatically be filled out in the babelConnect "call to" field or you can simply click on the number in our CRM or help desk
Select Display As number which is the number presented to the person being called
If enabled, outgoing call will be logged in ticket or create a new record 



Transferring calls

To transfer calls, always use babelConnect
When connected to a call, you can transfer calls to other colleagues who are available


You can watch the full video on the agent onboarding steps here:

We also prepared a little survey for you that guides you through the setup steps:



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