Introducing workplace setting validation

When changing workplace setting (Workplace Phone and Workplace SIP URI), agents must validate their changes to be able to handle the calls. When they click to validate the change, it triggers a phone call to the updated phone number. A PIN code is then communicated to the agent. The agent must enter the PIN code to validate the changes and continue. If they are unable to confirm the PIN they must exit and revert to their last validated setting. The workplace setting validation is offered as a mandatory security feature with Auto Answer, or it can be deployed as a stand-alone feature.

Features

  • Is mandatory while Auto Answer is enabled.
  • Offered as stand-alone feature. Admins can remove or disable this feature in Configuration Manager with no restrictions.
  • Reverts to the agent's last validated setting if unable to validate the new workplace setting.

Enable workplace setting validation in Configuration Manager

The workplace setting validation is applicable to a tenant for all agents and groups. To validate the workplace setting, agents require a phone and an audio access for the PIN code to be played to them. Moreover, the agents must be in Work offline status to change their workplace setting.