Who can take calls

Not every CXGear user is a phone agent. Taking live calls needs three things to line up: the right role, a configured extension, and presence that says “I am ready.”

This page is the checklist supervisors use when someone says “I never get calls.”

The short answer

A person can take live dialler calls when:

They have the Agent or Supervisor system role (or a custom role with the same dialler agent permissions).
They saved an extension on Dialler → Agent desk (tied to your telephony gateway).
Their presence is Available (not Offline).
Telephony routing can reach that extension for inbound, or place outbound through a trunk for lists / click-to-call.

Admins can configure everything and still not receive the call floater until they also meet the agent setup above.

Roles

Role	Live calls	Typical use
Agent	Yes	Desk staff who answer and place calls
Supervisor	Yes, plus desk tools	Team leads, live supervisor views
Admin	Only if also set up as an agent	Configure org, projects, integrations

CXGear ships these as system roles. You can extend Agent or Supervisor into a custom role if you need one extra permission, but you cannot invent “take calls” without the underlying dialler agent capabilities.

Screenshot needed

Roles list highlighting Agent and Supervisor.

Where: Manage users → Roles

Save as: src/assets/screenshots/12-roles-list.png

Invite users under Manage users and assign Agent or Supervisor when they join the desk.

Extension

The extension is the agent’s identity on the PBX — the same number their desk phone registers as.

How to set it

Open Dialler → Agent desk.
Enter the extension.
Save (CXGear associates it with your Asterisk-style gateway when one exists).

Without an extension, CXGear does not treat the user as a live agent for the event stream and floater.

Screenshot needed

Agent desk form with extension field and presence controls.

Where: Dialler → Agent desk

Save as: src/assets/screenshots/24-dialler-presence.png

Presence

Presence tells the router whether to offer new work:

Status	Meaning
Available	Ready for new inbound offers and dialler work
On call	Busy on a live call
Wrap up	Finishing notes; usually do not offer new calls
Offline	Do not offer new calls; event stream not needed

Only Available agents should receive new inbound offers. Agents should go Offline at end of shift so calls route to people who are actually at the desk.

End-to-end checklist

Use this when onboarding a new agent:

Invite user → assign Agent or Supervisor.
Confirm Integrations → Telephony gateway and trunks exist.
Confirm Call routing has inbound DID → extension (and outbound patterns for dial-out).
Agent sets extension on Agent desk.
Agent registers the desk phone to that extension on the PBX.
Agent sets presence to Available.
Place a test inbound call or use click-to-call.
Confirm floater appears and audio is on the phone.

What success looks like

Agent list / live views show the person as Available with an extension.
Inbound test offers the floater only to that agent (or the correct routed agent).
Outbound list and click-to-call work without configuration errors.
Going Offline stops new offers immediately.

Common problems

Symptom	Likely cause	What to try
“I have Admin, why no calls?”	Admin ≠ agent	Assign Agent/Supervisor and set extension
Role is Agent, still nothing	Extension missing	Save extension on Agent desk
Extension set, still nothing	Presence Offline	Switch to Available
Floater for wrong person	Inbound route points at another extension	Fix Call routing target
Two people share one extension	PBX / process issue	One extension per agent
Supervisor cannot see live desk	Permission or tab	Use Supervisor role; open Dialler → Live supervisor

Skills (today and later)

Agent presence can store skills for future routing (for example language or product line). Voice dialler today is primarily extension- and presence-based. Skills-based assignment is part of the broader conversations roadmap — see Sticky sessions & skills.