This article runs through the process of adding a user to queues, and the settings involved with making sure it is set up correctly.
Adding User(s) to Queues
Go to the Queue
- Flow → Queues → Select Queue
- Click “Edit” next to the queue you want to add CSRs to
Add CSRs to that queue
- In the settings of that queue scroll down to the "Agents” section (very bottom of page)
- Click “Edit Assigned Agents”
- In the “Available Agents” column, click on agents to move them over to the other column
- Click “Save Changes”
Edit the CSRs Routing Rules
- While still at that “agents” box, select "Edit Agent Routing Rules"
- Under the “Agents Routing Table” section click “Edit All”
- Set the “Max Concurrent Calls” column to “1”
- Note: If the queue is using “Simultaneous” call routing, set the CSRs weight in the column with the Star. (higher number means they will get rang first)
- Click "Save Changes"
Edit CSRs Settings
- While still in the "Agent Routing Table", click Edit next to the CSR(s) you just added
- Scroll Down to “Connection Options”
- Allow Browser phone calls = ON
- Allow SIP/VOIP phone calls = OFF
- Allow Outside Line phone calls = OFF
- Allow Native App phone calls = OFF
- Allow SIM Mobile phone calls = OFF
- At bottom of page click “Save Agent & Done”
Note: All these steps will have to be repeated from every queue you want to add them to
Removing User(s) from Queues
Go to the Queue
- Flow → Queues → Select Queue
- Click “Edit” next to the queue you want to remove CSRs from
Remove CSRs from that queue
- In the settings of that queue scroll down to the "Agents” section (very bottom of page)
- Click “Edit Assigned Agents”
- In the “Assigned Agents” column, click on agents to move them over to the other column
- Click “Save Changes”