Overview

User Inbound Settings control permissions related to transferring calls, receiving calls, and Queue selection. Admins can also control whether Agents can place outbound calls in addition to receiving inbound.

Contents

• Editing a User's Inbound Settings
  • User Transfer Options
  • Inbound Transfer Options
  • Inbound Call Options

Editing a User's Inbound Settings

1.) Click the Account main menu.

2.) Click the Users menu option.

The Show Users page will open.

3.) Click the Name of the User to open their Settings.

The User Settings page will open on the Credentials tab.

4.) Click the Inbound Settings tab.

5.) Configure their Inbound Settings as needed.

• User Transfer Options

  • Allow Agents to Transfer Calls:
    This Yes or No toggle determines whether an Agent can transfer calls.

• Inbound Transfer Options

  • Queues:
    This setting determines whether Agents have the option to choose which Queues they will access when logging into the system.
    • Do not Allow Agent to choose: The Agent automatically receives calls from all the Queues their Admin assigns to them in the Data Access tab.
    • Allow Agent to choose: Agents choose which Queues they will receive calls from each time they log into the Agent Interface.
  • Queue Override: 
    This setting determines whether the Agent's Assigned Queues are based on User settings, Campaign settings, or both.
    • Use Campaign: Use the Queues chosen in Campaign settings.
    • Match: Use only the Queues chosen in both Campaign and User settings.
    • Override: Use only the Queues chosen in User settings.
    • Combine: Use the Queues chosen in both User and Campaign settings.
  • Agent Call Type Control:
    Determines whether the Agent has the ability to choose their Call Type.
    • Allow Agent to choose: Agents can choose their Call Type when logging into the Agent Interface.
    • Do not Allow Agent to choose: The Agent's Call Type will be determined in the setting below. 
  • Call Types:
    Select the types of calls the Agent can handle in the system.
    • Inbound Only: The Agent will only handle Inbound calls when they log into the Agent Interface.
    • Blended: The Agent will handle both Inbound and Outbound calls when they log into the Agent Interface.

• Inbound Call Options

  • Max Inbound Call Count: The value in this field controls the maximum number of calls the Agent can answer over a General Queue in a single day. Calls received from the Agent's User Queue are not affected by this setting.

6.) Click the Apply Changes button.

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