VCC admin
Skill groups are the queues
Clients, permissions, skills, prompts, DNC, and the PCs that drop calls.
VCC administration ยท practice ยท 12 min full read
Skill groups organize agent and supervisor users into the queues that belong to campaigns. A user can be in several groups. A campaign can list several groups.
- Use the correct skills tab
- Put one agent in two groups
The same help topic uses two different places for the assignment. Outbound campaigns take skills on the Skills tab. Inbound and autodial campaigns take them on a tab named Outbound Skills. Read that name twice before you decide the tab is missing.
The tab name is easy to misread.
Name the tab
For one inbound and one outbound campaign, write the tab you would open.
- Inbound: Outbound Skills
- Outbound: Skills
- Add the same agent to both groups
You did not hunt for a tab called Inbound Skills.
- Inbound tab name? Outbound Skills.
- Outbound tab name? Skills.
- Multiple skills per campaign? Yes.
- Multiple skills per user? Yes.
- Skill groups. vendor. last checked 2026-10.
Glossary. Preview: The agent sees CRM history before the dial. Dialer product page
Sister technologies. Cisco, Avaya, or Asterisk gateway. Gateway-to-gateway over internet, VPN, or Direct Connect. Not a UCCX importer. Technical requirements PDF
Config. For one inbound and one outbound campaign, write the tab you would open.
Troubleshooting. The skill exists and the agents are Ready. The inbound campaign never offers the call. Move Billing onto Outbound Skills.
Cross-platform bridge. A mapping to another PBX or contact center is a teaching bridge. It is not an import button.
Future hook. The guide's cloud endpoint stays unset. Confirm before relying on a dated catalog or a case-study number.