Channel options

In the Channels section of the Contact Center Settings > Desktop Options page, select the channels that you want your contact center agents to use.

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, E-mail, Workbins, and Outbound 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 only the Voice channel.