To add agents, you must first create User Profiles and assign extensions by logging into Account Manager. You then need to configure agent properties by logging into Configuration Manager. The process of adding a Virtual Contact Center agent is initiated in Account Manager and completed in Configuration Manager.
Adding agents involves:
To create a user profile:
Enter the user's first name, last name, and email address.
The username is populated as soon as you enter an email address. You can change the username, but it must be unique.
Note:The username must be unique within the same tenant and across all tenants. A message notifies you if the username is already in use.
With a dedicated extension, the extension and Direct-in-Dial (DID) numbers are permanently redirected to Virtual Contact Center agent channels. In order to assign a dedicated extension to an agent, you must complete two steps:
Note: You can also create a new user profile via Phone System > View All Extensions > Create New User Profile. However, we recommend you to create a user profile by going to Accounts > User Profiles, and then use the Phone System to assign a dedicated extension to the user profile.
If you select an existing user profile that does not have the VCC Agent check box selected, you must edit the agent's user profile and select the VCC Agent check box to assign the agent privileges to the user profile.
Step 2: To update a user profile with Virtual Contact Center agent privileges:
This extension user is now assigned agent privileges and a dedicated extension.
After you grant a user Virtual Contact Center agent privileges, you need to configure agent properties in the Configuration Manager. Agents created in Account Manager are listed under Users in Configuration Manager. A default group, called ungroup, is assigned to all agents. You can create a new group later and use it instead of the default group.
Specifying properties for agents involves:
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