This section is where people (agents), are provisioned. Adding a person here imports them to the Chime directory so they can then be added into a queue. Once added to a queue, they will be able to receive incoming chat requests. This is where you’ll set global properties associated with each user. Admin rights are also configured in this section.
To add a new person to the Chime directory, click the "Add Person" button above the grid. This should bring up a form containing the following fields:
The person’s first name
The person’s last name
The agents Windows login name
The SIP address for the user
An email address for the user (optional)
A toggle to provide a user with Administration rights to Chime. This is a global setting. People can be given rights to manage queues in Queue Settings.
Specifies whether the account is used for Testing, Development, or Production
Maximum number of chats a user can handle for one day. 0 allows unlimited chats
Specifies the maximum number of concurrent chats a person can handle (Cannot exceed Max/day)
To add a new person to the Chime directory through Active Directory, click the Add Person button above the grid. Then click Search Active Directory. The following steps will help you add a person:
To add a new federated person to the Chime directory, click the Add Person button above the grid.
The Search Active Directory picker will not work with a federated person. You must enter the user information manually.
To edit an existing person’s settings, click the blue edit icon associated with that user in the people grid. This will open a window with the same fields as the Add Person window, but will allow you to edit an existing entry. Make any desired changes, and click Save to update the person.
Click on the blue edit button to add skill tags to a specific agent. Then, click on the drop-down to open up the list of available skill tags. Select a skill tag from the drop-down menu. Click on the blue + button to add it to the agent. The selected skill tags will now be displayed in the ‘Agent Skill Tags’ section.
If you need to remove a person from Chime, click the red X icon in the people grid. This will bring up a confirmation window, where you can confirm the removal or cancel. The removal will set the user as archived, and you can restore a person at a later point if you need to, or permanently delete them from the database.