Are they assigned to the call center?

1. On the Group – Profile menu page Click Users
2. Click Search to display a list of users in your group
3. Click Edit or any item on the row for the user
4. Click Assign Call Centers
5. Check within correct Assigned Call Centers

Have they joined the call center?

1. On the Group – Profile menu page Click Users
2. Click Search to display a list of users in your group
3. Click Edit or any item on the row for the user
4. Click Call Control
5. Click Call Centers
6. Make sure Joined Call Center is ticked for each call center they wish to receive calls from