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”