Agents

Before agents can be added to the platform, the Tenant App Id must be configured. Instructions on how to configure the agent app can be found here.

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To route calls to agents through voice queues, they must be added to the platform.

Click Add New to open the Add/Remove Agent screen, then sign into MS Graph to query Azure Entra ID for selecting agents.

Configuring an Agent

1. Select the region. At the top of the screen, use the Region dropdown to choose the region where the agent is hosted. This must match the region defined at the resource account level, as agents only receive calls from the region they log in to.
2. Choose how to search. Use the Users tab to search for individual users, or the Security Groups tab to search by group. You can also use the Hide Users and Hide Agents toggles to filter the list.
3. Find the agent. Type a name in the Search by name field to locate the user you want to add.
4. Assign an agent type. In the row for that user, click the Agent type dropdown and select a role. The available roles—such as Attendant, Voice, or Omnichannel—depend on the licenses you have purchased. Roles shown in gray are unavailable under your current licenses.
5. Add the agent. Click the blue plus (+) button at the end of the row to add the agent to the platform. To remove an agent who has already been added, click the red trash icon that appears in their row.
6. Save your changes. When you have finished adding or removing agents, click Save in the bottom-right corner to apply your changes.