Change User Assignment to Queues and Hunt Groups

This topic tells you how to change user assignment to queues and hunt groups.

When you create a queue, every user of type 'CONTACT Agent' is automatically associated with the queue as a non-assigned user. In contrast, when you create a hunt group, every user (of any type) is automatically associated with the hunt group as a non-assigned user. A non-assigned user cannot receive communications. To allow this, you must assign them to the queue or hunt group.

Note: user assignment to an access point is covered in Connect an Access Point to a User.

Prerequisites

• Ensure that at least one user has been created in your configuration. See Create Users.
• Ensure that at least one queue or hunt group has been created in your configuration. See Create Queues and Create Hunt Groups.

Procedure

1. Switch to Edit mode using the Edit switch on the Toolbar.

2. Click the  icon for the queue or hunt group whose user assignment you want to change. In the screen image below, the administrator wants to change the users who are allowed to take traffic from the Customer Service queue.

This displays every configured user in the Configuration panel. A user will be either be in the queue or hunt group's 'Assigned' or 'Not Assigned' list.

3. To assign a user, locate them in the 'Not Assigned' list and then click their button. A user who is logged into storm DTA or a telephony device and is in the 'Available' status will receive traffic that is routed to the queue or hunt group with immediate effect.

To unassign a user, find them in the 'Assigned' list and then click their  button. The user will no longer be able to receive traffic that is routed to the queue or hunt group.