How to configure an agent to receive calls in multiple call queues

If you use our Availability States/Profiles and our call queues, there are two ways that you give an agent the ability to receive calls in a call queue:

1. They need to be a member of the Natterbox group which is the call group in the call queue.
2. They need to have an availability profile with an availability state that logs then into that group to receive calls.

There are three ways that an agent might receive calls in multiple call queues:

1. An agent is a member of multiple call queues when they make themselves 'Available' and can take calls from all these queues at the same time.
2. An agent is a member of multiple call queues and can change between receiving calls in different queues by changing their availability state, for example: 'Available for Support Calls'
3. An agent is a member of one call queue but it receives calls for different reasons and these are allocated via skills based routing. 

Here is how to set up option 1:

• First, you need to make sure the agent is a member of the all the groups that are assigned to the call queues they should be receiving calls in (the group names can be found in the routing call queue configuration in the routing policy).
  
  
  • To assign an agent to a group, search for the 'Groups' tab in the app launcher
  • Click the group you are looking to assign an agent to
  • Scroll down and click 'Add Natterbox User'
    
  • Find the Natterbox User and add them
  • Do the same for any other groups you want them to receive calls from
• Next, you need to make sure that the agent has the right availability state and availability profile.
  • You will need to create or edit an availability state to allow the agents to be logged into the new groups they have been added to.
• Now, an agent can receive calls in multiple call queues when they select the correct availability state.