IWS on mixed (voice - multimedia) environment

[cavagnaro]

Hi guys,
Question here, having IWS and agents doing voice only and others voice and email.
Issue:
Agents with voice only have no capacity rule configured, even tho, when they do a login on IWS it tries to login them to Multimedia channels...

Is this normal?

[Grand_Master]

Sounds like they either they have an email DN assigned, or they've not deselected "email" under "more" option when logging in.

[René]

Hi Cav,

Access to channels is controlled in role. You have to define different role for voice and email agents.

R.

[cavagnaro]

Thanks René! Will do so!

[cavagnaro]

[quote author=Grand_Master link=topic=8293.msg36508#msg36508 date=1396627223]
Sounds like they either they have an email DN assigned, or they've not deselected "email" under "more" option when logging in.
[/quote]
Emails DNs were used up to 6.5 if memory doesn't fail on Internet Solution, right?
And on IWS they don't have the option to select like GAD used to have.