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Changing the Agent Console Workplace Number

Your contact center supervisor has configured your Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. account to conform with your contact center's technical requirements and company policy.

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. allows you to use a hard phone, a cell phone, or a soft phone to process the contact center interactions. Use of a hard phone requires the phone number while the use of a soft phone requires the SIP URI. Your administrator specifies this information when setting up your account. The administrator also determines if you can change this information in your agent profile.

The Workplace Phone, under My Profile, identifies the phone number you use to process Virtual Contact Center phone interactions. The Workplace SIP URI identifies your soft phone.

Based on the configuration of your account, you may be able to edit your phone number and the SIP URI.

Learn more.

Do not change your Agent Console phone number unless directed to by your supervisor. If your supervisor directs you to change your number, possibly to respond to an emergency or to enable you to work in a different location, navigate to your agent profile, in the Personal text entry area, enter the phone number and save the new settings . You may use a traditional land line telephone, an IP Phone, or a softphone. If you use a hardware telephone, enter the telephone number here. This could be your cell phone, home phone, or desk phone offering the flexibility to function as an agent from virtually anywhere. If you use a soft phone, configure the soft phone, and enter the SIP Phone URI here.

To change your Agent Console telephone number:

  1. Click Work Offline.

    The Agent Console makes you unavailable for new interactions.

  2. Navigate to My Profile.

    The Agent Console displays the profile configuration page.

  3. Enter your Workplace Phone or Workplace SIP URI.

  4. Click Make Verification Call to verify if the phone works.
    For information about valid telephone numbers, see Formatting Telephone Number Entries.

Note: If you do not have the permission to change your phone number or the SIP Phone URI, the two fields are disabled.

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