Q13: Why was I unable to see a normal agent working interface after logging in?
You may not add the agent to the agent group. The agent needs to add to the agent group before the agent works.

Q16: Why can't I use the ACW in the agent interface?
May be caused by the ACW of the agent group is not selected for Self-selection. Please select it.

Q17: How to set the wanted device or agent to make the outbound call by using other trunks?
By default, the team's extensions and agents use the team's trunk for outbound calls. If you want to use other trunks for some extensions or agents. Add the wanted account to the account group and select a trunk.

Q19: How to set the agents to add multiple customers' phone numbers to the customer profile and click the customer to call out directly? And can dial directly by clicking on the small phone button?
To add custom field, input type, enter the phone + number in “Display As”. For example, phone1001.

【Scene Questions】Q1: Background: The customer is using FXO gateway + CINA + IP Phones and reported that they can hear noise during the calls.
1.Check whether the FXO gain is too loud.

2.Doing impedance matching.

3.To connecting the analog phone to the outside line to see if it is a line problem.

【Scene Questions】Q2: Background: The customer is using FXO + CINA + IP Phones. The phones cannot make an outbound call.
1.Check the trunk status which the voice gateway devices.

2.Check whether the phone registration is right.

3.Check whether the call is sent to FXO.

4.The phone line not be supported for a domestic long-distance call.

5.Check whether the CINA team is using Trunk or not and whether the account is in accounts groups.

6.Check whether the phone line arrears.

【Scene Questions】Q3: Background：The customer is using CINA + FXO + IP Phones and report that they could not find the add button to add a knowledge base.
Maybe caused by the screen zoom ratio. Restore the default ratio.

Notice：The knowledge base supports uploading Word or Excel, but we don’t recommend that, because you need to download it everytime you check.

【Scene Questions】Q4: Background: The customer is using CINA + FXO + IP Phones and report that the agents cannot find information by searching for the title.
The knowledge base searches by content rather than title.

【Scene Questions】Q5: Background：The customer is using CINA(cloud) + FXO + IP Phones, they have assigned agent leader role to an account. But agent cannot work as a agent leader.
Not only set the agent leader role but also set agent group admin.