Short answer: Yes. You can remove a user from one department and add them to another, or keep them in multiple departments if needed.

Contents

• Prerequisites
• Path A — Change from the user profile
• Path B — Change from the department
• What happens next
• Verify and test
• Notes & limitations
• Best practices
• Troubleshooting
• Related articles

Prerequisites

• You can access Manage → Users and Manage → Departments.
• Your role has permission to edit users and department membership.
• The destination department already exists (or create it first).

Path A — Change from the user profile

1. Open Manage → Users and select the user.
2. In Departments/Memberships, click Edit.
3. Deselect departments to remove the user from them.
4. Select the department(s) the user should join.
5. Click Save.

Path B — Change from the department

1. Open Manage → Departments and choose the current department.
2. Click Edit/Members and remove the user (use the remove icon or deselect).
3. Open the destination department.
4. Click Members → Add User, select the user, and Save.

What happens next

• The user appears under Members of each department you selected.
• The user will ring in those departments according to the ring strategy, timeouts, and their availability windows.
• If you did not remove them from the previous department, the user will participate in both.

Verify and test

1. Confirm membership in Manage → Departments → Members for each relevant team.
2. Place a test call that routes to each department.
3. Check Call Logs to verify the path (e.g., IVR → Sales → Queue → Agent).

Success criteria: The user rings where expected during their availability; calls follow fallbacks if they are unavailable.

Notes & limitations

• Multiple memberships: A user can belong to more than one department within the same workspace.
• Permissions: Department‑based permissions may combine; effective access can be the most permissive across memberships (depending on your configuration).
• Billing: Changing departments does not affect billing or seat counts.
• Availability & opt‑out: If the user is outside defined time slots or opted out of calls, they will not ring even if assigned to the department.

Best practices

• Minimize overlap unless needed; excessive memberships can cause uneven load and noisy reporting.
• Align ring strategies across departments to reduce surprises (round robin vs first‑available).
• Update call flows after restructuring teams—verify IVR options and fallbacks point to the right departments.
• Audit quarterly: Remove memberships that are no longer required.

Troubleshooting

• User still shows under old department: Refresh, then reopen Members; ensure you saved changes.
• User not ringing in new department: Confirm they are Active, Call Reception = ON, inside their availability window, and that department ring settings are correct.
• Calls routing incorrectly: Recheck IVR destinations, fallbacks, and queue timeouts; republish any callflow edits.

Support template (copy & paste)

Subject: Change department – membership/routing checkAccount/Workspace: <name or ID>User: <Full name / User ID>Old department(s): <list>New department(s): <list>Test call timestamps (IST): <YYYY‑MM‑DD HH:MM>Observed vs expected behavior: <brief>Screenshots: <user memberships, department members, call logs>

Related articles

• How to create a new department
• How to add or remove users from departments
• Understanding user roles and permissions