Set up 8x8 Contact Center Service Channels

A Service channel is a regular phone channel used by your customers to call your contact center. It is associated with a telephone number to process inbound phone interactions in a 8x8 Contact Center. You can assign a number to 8x8 Contact Center from within a 8x8 Work 8x8 Admin Console. You can further edit a service channel, and enable or disable it from within the 8x8 Contact Center 8x8 Admin Console. An IVR script is linked to the service channel by default. Service phone channels can only be added or removed from your 8x8 Contact Center tenant by a 8x8 Contact Center administrator.

Go to 8x8 Contact Center Channels to assign an 8x8 number for use as a 8x8 Contact Center service channel. You must first claim or port numbers from 8x8 Work 8x8 Admin Console. See how to claim or port telephone numbers. To learn about VCC direct agent routing channels, see Creating VCC agents with Dedicated Extensions.

Note: The first phone number that is assigned as a VCC channel is automatically set as the VCC Billing Telephony Number (BTN) and Called ID (CLID). Contact 8x8 Support team if you would like to make any changes.

To set up 8x8 Contact Center service channels:

  1. In 8x8 Work 8x8 Admin Console, claim or port a phone number from Home > Phone Numbers.
  2. Go to Home > VCC Channels. You can see a list of phone numbers available to use as a service channel number in 8x8 Contact Center.
  3. Select the desired phone number and click Assign to Virtual Contact Center.

    You can also assign a phone number by clicking next to the desired phone number. To unassign a number, select a 8x8 Contact Center number, and click Unassign.
    The assigned service channels appear in 8x8 Contact Center 8x8 Admin Console and under Home > Channels. See our 8x8 Contact Center Administrator guide to see how you can Create and Configure Channels.