An agent must be associated to a dialing service (and signed into it) to receive calls. This service-agent association can be mapped either by agent or by service. In either situation you can move entities from available to assigned by choosing the entity, using the left/right arrow buttons between columns, and selecting Save.
Mapping by agent is available from the Agent Mapping tab in the Agents section. To map the agents to a specific Call Center and Service:
- Choose the call center and service from the Call Center and ACD Services drop-down menus.
- Select one or multiple agents from the Available Agent(s) column and move them to Assigned Agent(s) column using the arrow buttons.
- Click the single right arrow button to move the selected agents. Click the double right arrow button to move all the available agents.
- Click the Save button.
Mapping by service is performed by selecting the agent from the Agents section and utilizing the Service Mapping tab. To map services to a specific agent:
- Navigate to the agent you wish to map. Scroll through the pages of agents, or use the Search box to narrow down the list.
- Double-click anywhere on the agent's row.
- Select the Service Mapping tab.
Select one or multiple services (hold CTRL to select multiple) from the Available Service(s) column and move them to the Assigned Service(s) column.
Click the single right arrow button to move the selected services. Click the double right arrow button to move all the available services.
- Select OK button, then Save.
