Configuring a phone channel in Virtual Contact Center involves:
To configure the properties for a phone channel, you must specify the channel name, choose a phone format, and select the phone script for the channel. You can define a new script or copy an existing one in the tenant. A script refers to instructions that specify call treatment choices.
Go to Channels > Phone > Properties to specify the primary properties of the phone channel. Configuration Manager displays a list of Service Channels under Channels > Phone.
To configure phone channel properties:
|Service Phone Channel Property||Description|
|Channel Type||Read-only reminder of the type of channel.|
|Number||Read-only reminder of the channel's phone number.|
8x8 defines your phone numbers when it provisions your Virtual Contact Center tenant.
|Calling Name Display||Read-only reminder. Refers to the Calling Name Display (CNAM) that is used when the outbound calls use the associated public number as outgoing Calling Line ID (CLI).|
|Channel name||Type the name of this phone channel.|
Read-only agent name; also represents the channel name that is linked to the agent's public or PBX number. Agent Console displays the channel name when the agent receives an incoming phone interaction.
|Display phone format||Select the phone display format. Agent Console uses this format to display the inbound phone numbers:|
|IVR Script||You can select the default IVR script from the drop-down menu or select any existing IVR script in the tenant.|
Note: for best practice, create an IVR script first, and then configure the channel.
|Link Channel to an agent||Allows you to link this phone channel to an agent. By clicking the link, a list of agents shows up. You can select an agent and click Assign to create a personal channel to the agent.|
|This channel is enabled||Select to enable this channel for service.|
Enable a channel only after your contact center is ready to receive interactions on the channel.
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