Hybrid Worker

Enable this feature to allow selected Workers to receive calls via Microsoft Teams native application. The selection is done within the ‘Workers Group’ page or by Supervisors via the Worker Application.

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To enable Hybrid Workers:

1.

Open the System Settings page (Configuration > System Settings):

2.

Select the 'Allow Hybrid Worker’ check box to enable the feature in the Tenant.

3.

Under ‘Allow Routing on Teams Presence Status’, select the Workers’ presence status in Microsoft Teams that is considered ‘Ready’ to accept a call.