For agents to start receiving calls, you must associate agent with a dialing service (and signed into it). You can map the service-agent association either by agent or by service. In either situation, you can move entities from available to assigned.

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 in the Available table to assign it to the service. The assigned agent is displayed in the Assigned table. Use Assign All and Remove All buttons to move all the agents from one list to the other.
4. Click Save.

Mapping by Service

To map services to a specific agent:

1. Navigate to Configure > Agents > Agents. Double-click the agent row for whom you want to map the service. 
2. Click the Services tab.
   
3. Use the search field to find the specific service.
4. Click 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 Save.