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Shadow Agent for ecotel
Shadow Agent for ecotel
by Resource Software International Ltd. (RSI)

Shadow Agent brings call center features to ecotel Office queues & agents and forced account codes to users in professional firms.

Shadow Agent for ecotel

Shadow Agent turbo charges ecotel with enhanced functionality at a fraction of the cost of call center seat licenses. The client adds many of the features that customers demand including disposition codes, forced and voluntary account codes, auxiliary codes, presence override and powerful local Heads-Up Display (HUD).

Disposition, Activity, or Incident Codes

Shadow Agent allows users to tag calls with disposition codes or labels that indicate the call type, reason for the call, the outcome of the call, and the required action. The metrics can later be dissected to provide better insights into product stability, customer experience or resource allocation.

Forced and Voluntary Account Codes

When using the built-in dialer, Shadow Agent can restrict outbound calls to a range of verifiable account codes (sometimes called client/matter numbers or authorization pin). Failure to enter a valid code will not allow the call to proceed. Forced account codes are generally used in professional environments that want to bill for their time spent on calls. Similarly, Shadow Agent offers voluntary account codes for environments that want to optionally tag a call without call restriction.

Auxiliary Codes & Wrap Mode

Auxiliary Codes (or AUX codes) are used to track the time a ecotel user has deliberately chosen to not accept calls. Shadow Agent allows for customizable AUX codes such as On Break, Bathroom Break or On Lunch. Timed states can automatically be set for a user after a call. These states are known as Wrap or After Call Work modes.

Enhanced Heads-Up Display Dashboard and Presence Override

Shadow Agent includes a powerful dynamic local Heads-Up Display (HUD) that can be configured to show specific queues, departments, or users. User administrators (or queue managers) have the ability to change the presence status of their teams. This is especially important when users forget to login/out of specific queues or DND states.

Enterprise Analytics and Call Center Reporting

Shadow Agent tightly integrates with Shadow All In One Analytics (see link: https://link.telecost.com/shadowa1) for account level enterprise reporting, billing integration and real time dashboarding.  

About RSI

Resource Software International Ltd. (RSI) is a world leader in producing products, training and resources that proactively manage, control and reduce the expense of communication facilities resulting in a more dynamic, responsive and productive communication ecosystem. RSI is a ecotel Premier Partner. 


Browser Users:

Any compatible: Chrome, Edge, Firefox or Safari (latest version)

Desktop Users:

Free download of Shadow Agent Desktop

Windows 10 (recommended)



Any User Login (User Admin credentials for configuration)

App Scope and Permissions

When authorized, this app will be granted the following permissions:

Read MessagesView message store data, including SMS, fax, voicemail, etc.
Call ControlControl and manage phone calls in real-time
Read PresenceView user presence status
VoIP CallingRegister VoIP-enabled devices, and make and receive VoIP calls
GlipDeprecated: TeamMessaging permission should be used instead
Read ContactsView personal address book contacts
Read AccountsView user account information, e.g. name, business name, and contact info
Ring OutPerform two-legged ring out phone calls
SMSSend and receive SMS/MMS messages
Team MessagingPost messages, as well as view, edit and delete Team Messaging related data
Internal MessagesSend, and edit intra-company text messages
Read Call LogView user call log records
Webhook SubscriptionsManage and subscribe to webhook notifications
Edit MessagesView and update message store data, including SMS, fax, voicemail, etc.
Edit PresenceView and modify user presence status