Overview

Assigning Users to Queues and enabling Inbound Call pickup for Agents.

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Process:

1.) Click the Call Center main menu.

2.) Click the Call Center Queues menu option.

The Show Queues page will open.

3.) Click the name of the Queue you want to edit or click on the Action gear-wheel icon button and click the Settings option.

The Queue Settings page will open.

4.) Click the Assigned Users tab.

5.) In the Data Access section:

• Move individual Users by clicking the < or > button.
• To move all Users, click the << or >> button.

Users will be moved between the Assigned to this Queue box and the Not Assigned to this Queue box.

Agent Call Pickup Enabled

Agents can accept Inbound Calls without having to switch Campaigns, but they must be in a Not Ready Status to accept these Inbound Calls from the Queues they are assigned to.

6.) To allow Agents to accept Inbound Calls:

• Click the Agent Call Pickup Enabled toggle to Yes.
• Move individual Users by clicking the < or > button.
• To move all Users, click the << or >> button.

Users will be moved between the Agents Call Pickup Allowed in this Queue box and the Agents NOT Allowed Call Pickup in this Queue box.

7.) Click the Apply Changes button once done assigning Users.