Configure agent phone channel properties

An 8x8 Contact Center agent channel is a phone channel associated with an 8x8 Contact Center agent, and is automatically created when you create an agent in Account Manager. You can edit an agent channel, and enable or disable it in 8x8 Configuration Manager. A default IVR script is linked to the agent DID and agent PBX extension. The administrator can create a custom script and configure it for the agent.

To configure an agent channel properties in 8x8 Configuration Manager:

  1. From the Configuration Menu, open Channels.
  2. Select an agent channel from the list, and click .
    The Users list opens and the agent you have selected appears highlighted in the list.
  3. Open the Phone tab.

  4. View or make changes to channels and scripts associated to the agent under Channels and Scripts linked to this Agent.
    For details, refer to Configure Phone Settings.
    The following table summarizes Users > Phone tab > Channels and Scripts linked to this Agent:

    Channels and Scripts linked to this Agent Description
    Channel Name Read-only agent name; also represents the channel name that is linked to the agent's public or PBX number. 8x8 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.
  5. Click Save.

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