As your business grows  you will want to increase your licences to have more agents logged in at the same time. In this article we are going to go over how to increase the seats to the system  as well as some best practices. 

Step one- First thing you will want to do is log into your contact center dashboard and navigate to your apps section and select ytel api. You will then want to click on the licenses button. 

Step two- Here you will be selecting if you want to increase your agents or decrease the agent count. (Keep in mind if you drop seats that will not effect the current count and will change on the next billing cycle.) For this tutorial you will want to increase the seats however many you want to add. Keep in mind you are going to need to pay the prorated amount for the seat use for the month.

Step three- Move the arrow to up to the amount of agents you want to add or decrease.  Keep in mind that closer seats can only be used for manual dials and inbound calls.

Step four- Lets make the agents now, to do this navigate to agents and agent and then click the clone button next to any agent. You will now be given the options to create the users separated by comma. This should look like 2001,2002,2003 and so on. You will have to give the agents a name, I would used something like new agent to separate the agents from the old ones from the new ones. You will then need to create a password for all those agents, you can modify once done here. Now select the start clone and your agents will be made.

Important things to keep in mind: 

  • The billing date for all contact center seats are due on the 1st of the month.
  • If you lower your seat count mid month it will not go into effect until your next billing cycle.   
  • After you clone the agents go back in to modify the passwords and names of the new users. 

We're here to help - if you need assistance, please contact the Ytel support team at 800.382.4913, email support at or you can click the live chat button at the bottom right of your screen.

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