Assign an Agent
From Dialpad.com, navigate to Admin Settings > Call Centers > Agents & Admins
Select Add people from your team and enter the name or email address for the user. Use skills-based routing to then prioritize which Agents receive calls based on their proficiency for a specific type of call.
Initially, this user will appear as an Agent, but you're able to make them an Admin or Supervisor using the same menu.
- Call Center Supervisors have all the access as an Agent or Rep with the ability to utilize coaching metrics like Listen In, Barge In, and Take Over, as well as access the dashboard and set alerts
- Call Center Admins have all of the above-mentioned access in addition to being able to edit Call Center settings
Select Options > Make Admin or Make Supervisor. You will see this user's role change in the list.
Assign an Agent to Multiple Call Centers
From Dialpad.com, navigate to Admin Settings > Office > Users.
Choose the user and select Options > Groups > Make Call Center Agent. You'll see a full list of Call Centers that this user can be assigned as an Agent.
Select the Call Centers, then Close to save any changes; an Agent cannot be assigned to more than 30 Call Centers simultaneously. You can also use this method to remove an Agent from multiple Call Centers at the same time.
Ring Connected Devices
Agents should ensure calls ring connected devices.
From Dialpad.com, the Agent will go to Your settings > Your Devices and select the 'Ring This Device' checkbox.
Calls are able to ring Dialpad on desktops, laptops, mobile devices, desk phones, room phones, and forwarding numbers.