An agent must be associated with a dialing service (and signed into it) to receive calls. You can map this service-agent association either by the agent or by service.

To map agents to a specific call center and service:

1. Navigate to Configure > Agents > Agents and select the Agent Mapping tab.
2. Use the Call Center and ACD Services dropdown menus to select the required values.
3. Identify the agent entity that you want to assign in the Available table, and click it.
   The agent entity now appears in the Assigned table on the right.
   
   

   
   

4. Click Save.
   Delete

   Note

   Use the Assign All and Remove All buttons to move all the agents from one list to the other.