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Specifying Agents for Communications Configurations

This topic provides instructions for adding agents to a communications configuration. Once you have added an agent to a configuration, using the All Configurations view, you can further configure the agent, including associating the agent to other configurations, using the Agent General Profile view.

This topic is part of Specifying Agents.

To add agents to a communications configuration

1. Navigate to the Administration - Communications screen, then the All Configurations view.
2. In the Configurations list, select the record for the configuration to which you add the agent.

   You can add an agent to more than one configuration, though only one configuration is in effect for the agent at a time.

3. Click the Agents view tab.
4. In the Agents list, add a new record. The Add Agents dialog box appears:
   1. Scroll to display any additional records that are not shown, or use Query or Find to locate records matching certain criteria.
   2. For each employee you are adding as an agent, click the check box to select this employee record.
   3. Click OK to add all selected employees to the Agents list.
5. Alternatively, in the Agents list, click Add by Responsibilities or choose it from the menu to add to the configuration all agents with the specified responsibilities:
   1. Scroll to display any additional records that are not shown, or use Query or Find to locate records matching certain criteria.
   2. For each responsibility you are adding, click the check box to select this record.
   3. Click OK to add all selected responsibilities to the Agents list.
6. To add an agent to another configuration, return to Step 2 and repeat the steps that follow.