Set up phone channels

An 8x8 Contact Center phone channel processes inbound phone interactions in an 8x8 Contact Center tenant.

Phone channels in the 8x8 Contact Center define phone numbers that your customers use to call your contact center.

A tenant can have two types of phone channels:

  • Service channels: A service channel is a regular phone channel associated with a telephone number. It is automatically created when a number is ordered for the tenant through provisioning. You can edit a service channel, and enable or disable it in 8x8 Configuration Manager. An IVR script is linked to the service channel by default.
  • Agent channels: An agent channel is associated with 8x8 Contact Center agents, and is automatically created when you create a 8x8 Contact Center agent in Account Manager. You can edit an agent channel, and enable or disable it in 8x8 Configuration Manager. See how to configure an agent channel. 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. For details about the two default agent scripts, refer to Create a Phone IVR Script.

Service phone channels can only be added or removed from your 8x8 Contact Center tenant by a 8x8 Contact Center representative. The representative coordinates the acquisition and routing of the phone number to the 8x8 platform that hosts your tenant.

Features

  • Facilitate inbound phone interactions in a 8x8 Contact Center tenant via Service channels and Agent Channels.
  • Interact directly with the appropriate phone queues via skill-based routing rules.
  • Automatic creation of Service channels with numbers ordered for the tenant through provisioning.
  • Ability to edit enable, and disable Service channels via 8x8 Configuration Manager.
  • Access to a default IVR script linked to the Service channel.
  • Automatic creation of Agent Channel when you create a 8x8 Contact Center agent in Account Manager.
  • Ability to edit, enable, and disable Agent Channels via 8x8 Configuration Manager.
  • Access to default IVR script linked to the agent DID and agent PBX extension.
  • Ability to create a custom script and configure it for the agent.

Setting up a phone channel involves:

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