Your contact center supervisor has configured your Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. account to conform with your contact center's technical requirements and company policy.
Virtual Contact CenterA contact center that enables agents to be located in different geographical locations yet managed as if they were located in the same physical location. allows you to use a hard phone, a cell phone, or a softphone (see Bria 4, Windows and Bria 4, Mac user guides) to process contact center interactions. The use of a hard phone requires a phone number, while the use of a softphone requires a SIP URI. Your administrator specifies this information when setting up your account and determines if you can change this information in your agent profile. The Workplace Phone, under My Profile, identifies the phone number you use to process Virtual Contact Center phone interactions. The Workplace SIP URI identifies your softphone. Based on the configuration of your account, you may be able to edit your phone number and the SIP URI. Learn more.Do not change your AgentAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. Console phone number unless directed to by your supervisor. If your supervisor directs you to change your number, possibly to respond to an emergency or to enable you to work in a different location, navigate to your agent profile, in the Personal text entry area, enter the phone number and save the new settings. You may use a traditional land line telephone, an IP Phone, or a softphone. If you use a hardware telephone, enter the telephone number here. This could be your cell phone, home phone, or desk phone offering the flexibility to function as an agent from virtually anywhere. If you use a softphone, configure the softphone, and enter the SIP Phone URI here.
To change your Agent Console telephone number:
- Click Work Offline.
Agent Console makes you unavailable for new interactions.
- Go to My Profile.
Agent Console displays the profile configuration page.
- Enter your Workplace Phone or Workplace SIP URI under Personal.
- Click Make Verification Call to verify if the phone works.
For information about valid telephone numbers, see How to Format Your Telephone Number Entries.
Note: If you do not have the permission to change your phone number or the SIP Phone URI, the two fields are disabled.
Based on the dial plan implemented for your tenant, you may need to prefix your phone number:
- In the United States, the telephone format must be:
<1> <three-digit area code> <seven-digit phone number>
- Outside the United States, the telephone format must be:
<Country Code> <phone number>
- The telephone entries may contain optional dashes, spaces, or parentheses.
The following telephone numbers are valid entries in the United States: