Business locations are a way to group agents logically; this could be by office, contact centre, or even as a virtual group that works from home. When agents are created they are placed into a business location group which allows customisable control over some platform capabilities. Elements of control include: partners that can be serviced, IP address ranges for deny/allow lists, roles, and Queue Groups. You can also add contact details for issue escalation.

To access business locations, go to Contact Center Management > Business locations:

Creating Business Locations

To create a business location:

Click the Add Business Location button in the top right-hand corner of the list view to open the Add Business Location window.
Enter a name for the new location; this can be anything.
Select a Contact Centre Vendor to assign to this location. This will set access permissions so that outsource partners cannot access each other's agents.
Optionally, add the IPv4 address ranges that your agents will be logging in from to add an additional layer of security. A maximum of 10 ranges is permitted and they must be entered in this format: 000.000.000.000/00.
Select the Roles you want available to the location.
Select the Queue Groups that are appropriate for the location.
Finally, add Contact details for escalations.

Updating Business Locations

To update a Business location:

Find the Business Location in the list view and click Edit on the right-hand side. This opens the Business Location details window.
Edit the contents of the desired fields. All fields are editable here except the Contact Center Vendor field.
Click Update when you are done. The window will then close and return you to the list view.

Deleting Business Locations

To delete a business location in the list view, click the Delete icon in the row for the location you wish to delete.

Note: All agents in the target location must be deactivated in order for deletion to be possible.

Business Locations