Manage Phone Scripts

Phone scripts are now grouped under the Phone tab in 8x8 Configuration Manager. Other IVR scripts, such as chat and email scripts, also appear under their own tabs: Chat and Email. Moreover, two new default scripts are introduced that allow direct agent routing from a public telephone number and agent's extension number. These default scripts can be edited by administrators:

  • Agent DID script: A default script for an agent's public number. This script directs external callers to agents who are assigned to the channels.
  • Agent Extension Script: A default script for an agent PBX or extension number. This script supports extension-to-extension dialing.

You can choose the above scripts as your tenant's default for an agent's DID and extension numbers.