Step 2: Add custom phone fields in the Local CRM(Optional)

By default, the Customer object in 8x8 Contact Center Local CRM offers two predefined voice phone fields: Voice, and Alternative. You can add additional phone fields to the Customer object to improve the chances of contact with the customer during a campaign. Let’s say a debt collection company has to track an individual, they may have phone numbers of relatives listed as well.

To add a custom field to the Local CRM:

  1. Log in to 8x8 Configuration Manager.
  2. Go to CRM from the menu.
  3. In the Customer Fields list, click + Customer Field. The Add a Custom Field (Customer) page appears.
  4. Select Text for data type of phone fields.
  5. Enter the field properties, and click Save. You have now created a custom field. Repeat this task to add more custom phone fields if needed.

Learn more about how to configure custom CRM fields.

You will need to mark the new custom fields as phone fields in the Outbound Set up to ensure they are included in campaigns and dialed in a specified order. Learn more.