Agent Telephone Connection and Equipment Requirements
To receive telephone calls from the Virtual Contact Center application, agents must have access to one of the following types of telephone connection:
- Public switched telephone network (PSTN) connection.
- Voice over IP (VoIP) connection.
For both VoIP or PSTN telephones, the telephone assigned to the Virtual Contact Center must:
- Always be available to receive incoming calls.
- Not forward calls to a non-Virtual Contact Center voicemail box before Virtual Contact Center can offer an incoming call to an agent, and forward that call to an agent's Virtual Contact Center voicemail box if no agent accepts the call.
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