Engage Voice | Setting up voice features in your Engage company account
The following steps are meant for administrators and describe how to configure only the minimum required accounts, groups, and settings needed to add users to Engage for voice features. Further configuration may be required depending on your needs.
Importing users in Voice Admin
1. Create a RingEX account for each user. See Creating an extension without a phone for instructions.
2. Add users in Voice Admin:
a. Log in to Engage and click Voice Admin.
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 RingEX accounts with their profiles.
See Syncing users from RingEX for instructions.
synchronize their RingEX accounts with their profiles.
See Syncing users from RingEX for instructions.
ii. If you have not yet created Engage Voice profiles for your users, import
the RingEX accounts you created. See Importing users from
RingEX for instructions.
the RingEX accounts you created. See Importing users from
RingEX for instructions.
Configuring voice features in Voice Admin
1. Create inbound queues. See Creating an inbound queue for instructions.
2. Create inbound queue events. See Configuring inbound queue events for instructions.
3. Assign agents to inbound queues. See Assigning an agent to an inbound queue for
instructions.
instructions.
4. Create dial groups. See Managing a dial group for instructions.
5. Assign agents to dial groups. See Assigning an agent to a dial group for instructions.
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