Engage Voice
Importing an agent from RingCentral Office
If you have an existing account through RingCentral Office, you will have the option to import agent accounts from RingCentral Office into the admin interface.
Importing an agent from RingCentral Office will allow that agent the flexibility of choosing how they would like to take or make calls. During the agent interface login process, agents will have the option to choose a login type that will determine if they’d like to take and make calls via the agent interface or through the RingCentral app.
Additionally, importing an agent account also imports information associated with that agent, including their first and last name, their email address, and their username and password. The rest of the agent account information can be configured within the admin interface. Visit Creating a new agent to learn more about configuring agent account settings.
If you’d like to import an agent from RingCentral Office, you must first create that user in RingCentral Office. There are two parts to creating a user: creating a user extension and creating and assigning a user to that extension. To learn more, visit Intro to RingCentral Office users.
Please note that if you’d like to import an agent account from RingCentral Office, you must first link your account to your RingCentral Office account. Contact your CSM to learn more.
Importing agent accounts
Now that we’ve reviewed the basics, let’s talk about how to import your agent accounts from RingCentral Office into the admin interface. Follow these steps:
1. Navigate to Users > Agents via the left-hand navigation bar
2. Hover your mouse over the agent group you’d like to import an agent to and select the plus icon that appears at far right
3. Select Import Office users from the dropdown menu to navigate to the first Import Office users page
4. Use the search bar at the top of the page and scroll through the list of agent users to find the agents you’d like to import
5. To select agent users that you want to import, either
a. Check the box next to each of the agent users you want to import
OR
b. Check the box at the top of the table in the header to select all agents in the list
6. Click the Next button at bottom right to navigate to the second Import Office users page
7. Under the Permissions section, check the box next to each of the basic permissions you’d like to enable for your agent user (we’ll review these settings below)
Helpful hint!
If you’d like to make changes to these permissions later on, don’t worry. You can make these changes via the agent account’s configuration settings.
8. Select the Import button at bottom right to import the selected agent users and save your changes
Agent import settings
Now that we’ve reviewed how you can import your agent accounts, let’s review the settings you’ll find during this process. The agent import process is separated into two pages, so we’ll review each page separately.
Import Office users — Step 1 of 2
The first page you’ll configure while importing agent accounts displays a table of all users created in your RingCentral Office account. The table contains information about each agent, including their name, their email address, and their RingCentral Office extension.
At the top of the page is a search bar that you can use to find a specific agent to import. If you’d like to only view users that haven't been imported yet, you can check the Hide imported box to the right of the search bar.
Import Office users — Step 2 of 2
The next page you’ll configure while importing agents from RingCentral Office allows you to view the agents you selected in the previous step and enable basic permissions for those selected agents.
Managing selected agents
Under the Agents section, you’ll see a table with the name of each agent you’d like to import. This table contains information about each agent, including their name, email address, and their RingCentral Office extension.
If you decide that you no longer wish to import this agent into the admin interface, you can hover your mouse over that agent name and select the Remove user trash icon that appears at far left in that row.
Configuring basic permissions
Under the Permissions section, you’ll have the option of enabling four permissions for the selected agents. Let’s review these permissions below.
- Enable agent login: Check this box to allow the agent to immediately log in once their account has been imported
- Enable supervisor access: If you’d like to grant supervisor permissions, check this box. This will set the Agent Type setting in the agent account’s General configuration page to Supervisor
- Allow outbound calls: Check this box to allow the agent to make outbound calls
- Allow inbound calls: Check this box to allow the agent to take inbound calls
Remember, if you enable any of these permissions for the agent and later decide you’d like to make changes, you can do so via the agent account’s configuration settings.
Syncing agent users from RingCentral Office
If you have already created agent users in the admin interface that you would like to sync with an existing user in RingCentral Office, you can do so by following these steps:
1. Navigate to Users > Agents via the left nav bar
2. Select the agent user you’d like to sync with an existing user in the RingCentral Office admin portal
3. In the General configuration page, click on the RC Office extension to reveal a dropdown menu of all your available users from RingCentral Office
4. Start typing into the field to narrow your search or scroll through the list to locate the user you’d like to sync to your agent user
5. Select the desired agent user
6. Check the Sync with Office box if you’d like to disable editing (via the admin interface) of the agent’s first and last name, their email address, and their username and password
Helpful hint!
If you check the Sync with Office box, you will need to make changes to the agent’s name, email address, and login information via the RingCentral Office admin portal. Changes made there will update the associated information in the admin interface.
7. Save your changes via the Save button at bottom right
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