Create and Configure Channels

A channel facilitates communication of interactions in and out of a Virtual Contact Center tenant. When an interaction comes to the channel via phone, email, chat, or social media, it is directed to the appropriate queues via skill-based routing rules. For example, a phone channel directs inbound phone calls from customers to contact center agents, or an email channel is an email address that your customers use to send email requests to the contact center.

Virtual Contact Center supports interactions of all media:


Creating channels involves:

Note: You can add email and chat channels from Configuration Manager, but not any phone channels.

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