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Assigning Users

Users must be assigned to queues before they can make or receive external calls. This page explains how to manage queue membership.

Administrator Access Required

Only users with Administrator or Manager privileges can assign users to queues.

Why Queue Assignment Matters​

  • Receiving Calls: Users only receive calls from queues they are assigned to.
  • Making Calls: Users can only make outbound calls if they belong to at least one queue.
  • Caller ID: The outbound caller ID is determined by the queue's associated number.
Routing Requirement

A user who is not assigned to any queue will see limited functionality on the External Communication page.

Assigning Users to a Queue​

From Queue Management​

  1. Navigate to Queue Management from the sidebar.
  2. Click on the queue you want to manage.
  3. Find the Assigned Users or Members section.
  4. Click Add Users.
  5. Select users from the list (use search to find specific users).
  6. Click Save to confirm assignments.

From User Management​

  1. Navigate to User Management from the sidebar.
  2. Click on the user you want to assign.
  3. Find the Queue Assignments section.
  4. Select the queues this user should belong to.
  5. Click Save to apply changes.

Removing Users from a Queue​

From Queue Management​

  1. Navigate to Queue Management.
  2. Click on the target queue.
  3. Find the user in the Assigned Users list.
  4. Click the Remove icon next to their name.
  5. Confirm the removal.

Viewing Queue Membership​

Queue View​

From any queue in Queue Management, view:

  • List of all assigned users

User View​

From any user in User Management, view:

  • All queues the user belongs to
  • Their activity in each queue

Best Practices​

  • Multiple Queues: Users can belong to multiple queues to maximize coverage.
  • Skill-Based Assignment: Assign users to queues matching their expertise.
  • Coverage Planning: Ensure adequate coverage during business hours.
  • Regular Reviews: Periodically audit queue assignments when roles change.
  • Training First: Ensure new agents are trained before adding them to customer-facing queues.

Common Scenarios​

New Employee Onboarding​

  1. Create the user account via invitation.
  2. Once they accept, assign them to appropriate queues.
  3. Have them set their status to "Available" to start receiving calls.

Employee Role Change​

  1. Remove them from old queues (e.g., Sales).
  2. Add them to new queues (e.g., Support).
  3. Changes take effect immediately.

Temporary Coverage​

  1. Add a user to an additional queue during peak times.
  2. Remove them when coverage is no longer needed.