a. Log in to Engage and click Voice Admin.
b. Go to Users > Agents via the left-hand navigation bar.
i. If you have already created Engage Voice profiles for your users, synchronize their RingCentral Office accounts with their profiles. See Syncing users from RingCentral Office for instructions.
ii. If you have not yet created Engage Voice profiles for your users, import the RingCentral Office accounts you created. See Importing users from RingCentral Office for instructions.
a. Click the app switcher squares icon at the top right corner then click Digital Admin.
b. Go to Users > Agents via the left-hand navigation bar.
c. Click Import users at the top right corner.
d. Select the RingCentral Office accounts to be imported in the window that appears. Click Next.
e. Select the appropriate assignments and options for the new users. Click Import.
Note: When importing multiple users at once, they will all be assigned the same role, teams, categories, languages and time zones. Import groups of users separately to give them different parameters.
f. To allow an agent to use the All messages section, hover over the agent’s name then click the padlock icon that appears at the far right. Grant the agent the necessary permissions for each channel that they need to access.
a. In the Admin interface, go to Routing > Channel groups via the left-hand navigation bar.
b. Hover over the Omnichannel channel group then click the edit pencil icon that appears at the far right.
c. Click the Channels box. Add the created channels and any existing channels to be routed to Omni-channel agents.
d. Click Save.