This article explains how to enable the Agents as Users feature, which allows adding and viewing agents as Users in a queue rather than devices. 

The Agents as Users feature is handy when a user has multiple devices and you want a "true count" for how many actual users are in a queue. Additionally, this feature allows a user's answering rules to be honored* and will ring the active devices and off-net numbers listed.

*Please note, DND on the PBX level (User's answering rules) will not stop the Call Queue logic from ringing the User's devices. To prevent incoming calls, the user will need to log out rather than setting the status to DND. However, DND on the device level will work as expected.

The UI Configs described below allow you to enable a User-based queue, Device-based queue, or both. 

If both options are enabled, a new drop-down will appear in the Edit Agents in queue window called 'Add Agent(s) by.' You can navigate to this section by going to Call Queues > Edit Agents > Add Agent and then select either a User-based queue or a Device-based queue (labeled 'Phone' in the UI).

Manage Queues by User

Once the configs have been set for Users, when you open a queue, the devices present will be now denoted by a Device icon.

When a device is present, and the User functionality is on, a button will appear on the bottom called 'Convert Agents.' 

Selecting the 'Convert Agent' button will convert all agent devices to the user-based method instead. If selected, Agents with multiple devices will only appear once as they are a single user.

If you have hotdesking devices in a queue, we recommend adding the agent user to the queue, and removing the hotdesk device, as well as not using the Convert Agents feature to move from device to user.

As seen in the example below, one device is now switched to the user, and other devices are no longer visible. Additionally, the 'Convert Agent' button is removed.