1: Should you need to send calls in one call list to one group of agents, and calls in another call list to another group of agents, then you will need to setup Agent Groups.

If you want each Agent Group to have a unique caller id, you will need to make the following change in 3CX, and check your VoIP/Telco provider supports unique caller id's. In the 3CX Management Console change the VoIP provider 'Outbound Parameters' (From: Display Name) to 'CallerDispName'.

You will need to start off by assigning dialer channels to the Agent Groups. This is a type of resource allocation. For example, if you have an Agent Group that speaks English and has only 2 agents, and an Agent Group that speaks Spanish that has 6 agents, then it would be best to assign most of your channels to the Spanish Agent Group. You cannot assign more channels than you have in total, total channels are set under menu item ‘File/Configuration File’.

2: Now assign your Agent Group to the 3CX queue that you have put your agents in.

3: Finally import your call list and assign it to the Agent Group/s that you have created.

 

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