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 clicking on the entity and selecting Save.
Mapping by Service
To map the agents to a specific Call Center and Service:
- Navigate to Configure > Agents > Agent Mapping tab.
- Choose the call center and service from the Call Center and ACD Services drop-down menus.
- Click an available agent entity from the left side table to assign it to the service. Assigned Agent is displayed in right side table. Assign All and Remove All buttons are used to move all the agents from one list to the other.
- Click the Save button.