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”