By default, this is how the notification appears for the agent when he is logged in to the app and is available. There is…
Say for one the Advanced Queue of type Voice we have the following Overflow handling defined (the queue has only 1 user assigned to…
For voice mail to work, make sure Unified Routing is provisioned. Next, we need to create a new Agent experience profile. Navigate to Agent…
The reason we would assign a personal phone number to the agents is that they can use that number to make an outbound call…
We had earlier configured Voice Channel in our Dev environment using ACS Direct Routing. Please refer to this blog post on how to set…
