In this article, we will discuss how an Admin can edit the User's Inbound Setting to control the ability to transfer calls, receive calls, choose queues upon login, and/or force the agent to be in certain queues. The Admin can also set whether or not the agent can make outbound calls as well as inbound calls.
From the Dashboard, click on Account and select Users from the drop-down.
Click on the Email of the User to go to the Settings
Within the User settings, go to Inbound Settings tab.
Within the Inbound Settings tab, we can control the User's ability to transfer calls and receive inbound calls from a particular queue.
User Transfer Option
Allow Agent to Transfer Calls: This will turn on/off the Agent's ability to transfer calls.
Inbound Transfer Options
Queues: This will turn on/off the Agent's ability to be able to select which queues they will receive inbound calls from.
Queue Override: We have four queue override settings to select from
- Use Campaign: Use Campaign Queues.
- Match: Use only Queues that are selected in both User and Campaign.
- Override: Use User Queues.
- Combine: Use all Queues selected in both User and Campaign.
Agent Call Type Control: This will turn on/off the Agent's ability to be able to select their call type - e.g Inbound [Closer Agents] Blended [Outbound and Inbound calling]
Inbound Only - Agent will take Inbound calls only [Closer Agents]
Blended - Agent will take both Outbound and Inbound calls