Adding agents to a call center

Adding agents to a call center allows users to accept incoming calls from the assigned call center queue. Before adding an agent to a call center, the user must be added to the location that contains the appropriate call center. For instructions on how to assign Supervisors, click here.

Visit, and click Login. From the NextOS home page, select Communication > Phone System > Voice Overview > Manage Locations > Actions > Call Center.

Visit, and click Login. From the Nextiva Voice admin dashboard, select Advanced Routing > Call Center Locations > Log In 

Nextiva Call Center configuration portal

The Configuration Portal launches in a new tab for convenience. Select Call Center on the left menu to navigate to your call centers, then select Call Centers under the Basic column.

Select the call center > Agents > Search. Select the users under Available Agents to highlight their names > Add > OK.

Nextiva Adding Available Agent to Call Center

Once the agent has been added to the call center, the agent must join the call center to receive incoming calls. Select Group in the upper left corner > Users Search > Edit to the right of the user. 

Select Call Control > Call Centers > select the Join Call Center checkbox(es). If the user is a member of more than one call center, you may need to check more than one box.

Once the agent has joined the call center, they can change their ACD State to Available and start receiving incoming calls based on the call center routing configuration.

Need additional help? Click here.

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