Configuring agent members
After completing the creation of a call queue, configure the agents.
- Go to Call Center > Agent > Agent.
All extensions with the call center function enabled display. To enable this function on an extension, click Extensions.
- Select an agent and click Edit.
- Select the Agent profile for this agent.
- Click Member of Queues.
- In Queues, select the queues that you want this agent to be a member.
- Click Close.
- In Main/Outgoing queue, select a queue to specify the following behaviors:
- Main: When an agent is a member of multiple queues, this selection addresses how calls are distributed to that agent. The queue you select is the one that rings the agent's extension, if there is a possibility of multiple calls offered by multiple queues.
- Outgoing: This queue is the agent's default call queue used to track outbound calls such as taking a call from callback or returning a call. When the manager generates a queue report, the report includes outbound calls associated with the Main/Outgoing queue that you selected.
- Click OK
- Click OK again.