Assigning VoIP switches

Default VoIP switches can be assigned to all agents, robots or to different agent groups.

1. Go to the General Settings page.
2. Go to the VoIP subpage.

To assign the default switches, in the Fixed groups section:

1. Click the pen icon on the line you want to change.

2. Click to tick the checkboxes for the switches to use (or untick the switches you don't want to use).
3. Click the OK button.

Working with agent groups

If you have your agents in agent groups (see this article for more on creating groups), you can assign switches to each group.

To add a new group to the list:

1. Click the Add agent group button.
2. Click the Agent group drop-down list and select the group you want to manage.
3. Click to tick/untick switches as needed.
4. Click the OK button.

If you need to update the selection for a group that is already listed:

1. Click the pen icon on the line you want to change.
2. Make the necessary changes.
3. Click the OK button.

Reloading settings

If you update any of these settings while agents are live, and want to immediately move the agents to the new switch:

1. Click the Reload agents' VoIP settings button.

Quality report

The VoIP servers Quality Report button will show you a graph of performance figures for your switches.