Administrators can define agent workplace phone settings and outbound calling preferences, and specify direct agent access details and call recording settings via
The following table summarizes the Phone settings categories:
|Phone Settings Category||Description|
|Workplace||Enter the agent's Workplace phone or Workplace SIP URI at which agent wishes to be reached. An agent requires a standard wired, cellular, or VoIP phone to process phone interactions. The workplace phone number can be set to any dedicated extension number or a DID number as needed.
|Outbound Calling||Outbound Calling preferences let you select a dial plan per agent to translate outbound dialing numbers. It allows you to define a custom Calling Line ID for all calls placed by the agent.|
|Agent Access Number and Voicemail||The settings allow you to activate direct agent access for an agent, enter an extension number to reach an agent directly by passing the IVR, and activate the agent's voicemail.|
|Automatic Call Recording||If call recording is permitted for the tenant, you can specify the desired percentage of inbound, outbound, and direct agent access calls to record.|
|Agent's Recording Controls||These settings determine whether or not an agent can record calls.|
|Channels and Scripts linked to this Agent||Presents the channel and script information linked to the agent. For a dedicated extension such as 3002, both Public Number and PBX Numbers are populated. However, if the extension number is a virtual extension such as 6002, only the PBX number gets populated since there is no corresponding DID assigned to this extension number.|
To configure phone settings:
|Phone Tab Option||Description|
|Workplace phone||If the agent uses a standard wired or cellular telephone, then in the Workplace phone enter the full telephone number. Virtual Contact Center uses that number to connect Phone interactions to the agent's telephone:|
|Workplace SIP URI||If the agent uses a VoIP telephone, then in the SIP phone URI text entry area, type the VoIP phone's full URI. Virtual Contact Center uses that URI to connect phone interactions to the agent's VoIP telephone. If enabled by the administrator, agents may use the My Profile tab in Agent Console to change their phone number later.|
|Allow agent to change phone Number||Control agents' ability to change their phone number. If selected, agents can change their workplace phone number in the My Profile page of Agent Console.|
|Allow agent to change SIP Phone URI||Control agents' ability to change their phone number. If selected, agents can change their SIP Phone URI phone number in the My Profile page of Agent Console.|
|Outbound Phone Codes||By default, an agent inherits the Outbound Phone Code List assigned to the group they belong to. You can change the selection here.|
|Calling Line ID||Select an Outbound Phone Code list or None from the drop-down menu to indicate a calling Line ID for outbound calls. Select a Calling Line ID for all outbound calls placed by the agent. You can select from:|
Note: The agent's Calling Line ID is overridden by Calling Line ID set by Outbound Phone Codes.
|Dial Plan||Choose a Dial Plan to translate outbound dialing numbers. Select from the International Numbering Plan, North American Numbering Plan, or any custom plan defined for the tenant.|
For details on dial plans, refer to Understand Tenant Dial Plans.
|Agent Access # and Voicemail|
|Enable in IVR||If enabled, allows the agent extension number to be recognized in the IVR during a Menu or Get Value input operation. You can reach the agent directly by entering a two- to eight-digit extension.|
|Primary Agent Directory Number||The field is automatically populated with the agent's extension number.|
|Enable Agent Voicemail||If enabled, activates an agent's voicemail and routes direct agent access calls to the agent's voicemail if the agent fails to accept an interaction within the interaction offer timeout period. Virtual Contact Center uses the email address specified under Agents > General to email Direct Agent Access voicemails to the agent.|
Note: If the agent's telephone has a private voicemail box, ensure that the Virtual Contact Center voicemail timeout threshold occurs before the agent's voicemail box seizes the call.
|Automatic Call Recording|
|Specify the percentage of automatic call recording for the agent. Enter a percentage of inbound, outbound, and direct agent access calls.|
|Agent Recording Controls|
|Agent does not have recording controls||Prevents an agent from recording a call by taking away the recording control in the Control Panel. A call may still be recorded based on the automatic call recording settings.|
|Agent is able to start recording||While on a call, an agent can start recording the call anytime. The recording ends on terminating the call.|
|Agent is able to start and pause recording||An agent can start and pause recording a call any number of times. An agent may be denied recording rights with certain IVR settings. Visual feedback in the Agent Console Control Panel always reflects the true recording status.|
|Channels and Scripts Linked to this Agent|
|Channel Name||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.|
|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).|
|Public Number||Indicates the external phone number or the Direct-Inward-Dialing (DID) number of the channel. If the extension number is a dedicated extension such as 1001, the Public Number gets populated with the DID number. For virtual numbers that are not associated with any DIDs, this field remains blank.|
|Script Name-Public Number||Indicates the IVR script associated with the agent's public number. It directs external callers to the agent's call-handling script. You can choose another script from the drop-down menu and assign to this agent. For details, refer to Create a Phone IVR Script.|
|PBX number||This is the system-assigned number used for agent presence and internal calling to the agent. Channels linked to agents get a PBX Number on migration. Adding and linking a new channel to an agent adds the PBX Number to the channel. For a dedicated extensions such as 3002, both Public Number and PBX Number appear in the table. However, for a system-assigned extension number such as 6002, neither of the two fields are populated in the table, since there is no corresponding DID assigned with the extension number.|
|Script Name-PBX Number||Indicates the IVR script associated with an agent's PBX number. Internal calls to this agent's PBX number receives this script treatment. For details, refer to Create a Phone IVR Script.|
The next step is to assign queues to the agent.
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