Conversation as a Service

Goal: As Supervisor I want to enable my Agents to make calls 'on behalf' of a Service (impersonate)
Complexity: Low
Preconditions:

A call service is configured and reachable
Agents are defined and selectable to the service (online) with Agent Assistant installed.

Related Chapters: General Service Settings, Impersonation Functionality

Enable the "Conversation As" Feature

#	WHERE	USER ACTION	RESULTS / SYSTEM REACTION
1	Service Settings (General Information)	Check "Enable Service for Conversation as a Service"	Service is now configured for impersonation by all Agents in the respective Organization Unit.
2	Agent Editing - Single and Bulk (General Information)	Select one (or several) Agents who work for the same service and access their "General Information" tab Locate the Agent -> "Enable AV Conversation as a Service" section and set the allowed conversation direction as needed:	Selected agents are now allowed to impersonate as the Service in the allowed conversation direction.
3	Agent Assistant (Client Side)	Within Agent Assistant you (as Agent) may now use the feature by selecting the Service in the "Call As" menu. → After a service is selected, any call from the agent to any contact will go on behalf of this service Agent Assistant - Call As "Service" Selection To disable the feature, ‘None’ option has to be selected Services are only available to an agent if an active duty profile is selected (and part of that service). The agent must also be set as responsible for that service.