Making a Verification Phone Call

Perform the procedure in this section to verify the connection between the Virtual Contact CenterA contact center that enables agents to be located in different geographical locations yet managed as if they were located in the same physical location. and your wired or SIP VoIP agent telephone.

For information about specifying your agent telephone number or SIP URL, see Changing Agent Console Telephone Number, on page 1.

Before you Begin

Ask your supervisor if your account has been configured to permit direct agent access.

If your Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. account permits direct agent access, you can choose to change your personal voicemail greeting as part of verifying the operation of your agent telephone.

To verify the operation of your agent telephone:

  1. In the Agent Console, click Work Offline.

    The Agent Console makes you unavailable for new interactions.

  2. In the Navigation bar, click My Profile.

    The Agent Console displays the profile configuration page.

  3. In the My Profile configuration page, click Make Verification Call.

    After the Agent Console places a call to the phone number or SIP Phone URI, answer the call to complete verification of your agent phone number.

  4. If your Agent Console account permits direct agent access, and you want to change your personal voicemail greeting, follow the recorded instructions.

    Hang up the phone to complete the verification of your agent telephone.


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