Spring24 Admin Guide

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An agent must be associated with a dialing service (and signed into that service) 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 Agent

To map the agents to a specific call center and service:

  1. Navigate to Configure > Agents > Agents > Agent Mapping tab.
  2. Choose the call center and service from the Call Center and ACD Services drop-down list.
  3. Click an available agent entity from the left-side table to assign it to the service. The assigned agent is displayed in the right-side table. Assign All and Remove All buttons are used to move all the agents from one list to the other.
  4. Click the Save button.

Mapping by Service

To map services to a specific agent:

  1. Navigate to Configure > Agents > Agents. Double-click the required Agent row.
  2. Select the Service Mapping tab.
  3. Use the Search field to find the specific service.
  4. Click on the Service from the Available column to move to the Assigned column. Click the Assign All and Remove All buttons to move all the services from one column to the other.
  5. Click the Save button.