Channel options

In the Channels section under Desktop Options, select the channels you want to enable in your contact center.

The choices that you make in the Channels section are not automatically applied to all agents and users. Your selection provides a set of channels that you choose from when you add an agent. For example, you can select Voice, Chat, Email, Workbins, Outbound, Workitem, Facebook, or Twitter for the contact center. Then when you add an agent or edit an agent, you can configure the individual agent to only have access to certain channels.

You can also enable the Altocloud channel for users working with the new Agent Desktop under Desktop Options in the Users section. This option is not available in the Contact Center Settings or Agent Groups sections.