You are here: Configuring Agent Accounts and Assignments > Configuring the Phone Settings

Configuring Phone Properties

The Phone tab allows you to define agent phone settings, outbound calling preferences, specify direct agent access details, and call recording settings.

The settings in the Phone tab are categorized into:

To configure phone related settings:

  1. Click Phone tab.
  2. Enter or select the desired settings from the available options:

    Table 13: Summary of Agents > Phone tab

    Phone Tab Options Description

    Work Place

    Use Phone Number

     

     

    If the agent uses a standard wired or cellular telephone, then in the Phone number text entry area type the full number of that telephone.

    • In the United States, phone numbers must be of the form:

      1+three-digit area code+seven-digit phone number

      In the United States, when typing numbers into Agent Console text entry areas, always preface the area code with 1.

      Note: NANP dial plan translates phone numbers without the prefix as well.

    • Outside the United States, must be of the form:

      Country Code+phone number

    The Virtual Contact Center uses that number to connect Phone interactions to the agent's telephone.

    If permitted, agents may use the Agent Console, My Profile tab, to change their phone number at any time

    If the agent uses a VoIP telephone, see SIP Phone URI, described later in this table.

    Use SIP Phone URI

     

    If the agent uses a VoIP telephone, then in the SIP phone URI text entry area type that VoIP phone's full URI.

    The Virtual Contact Center uses that URI to connect Phone interactions to the agent's VoIP telephone.

    If permitted, agents may use the Agent Console, My Profile tab, to change their phone number at any time.

    If the agent uses a standard wired or cellular telephone, see Phone number, described earlier in this table.

    Allow agent to change phone Number

    Control agents' ability to change phone number. If checked, allows agents to change phone number from the agent profile.

    Allow agent to change SIP Phone URI

    Control agents' ability to change phone number. If checked, allows agents to change SIP Phone URI from the agent profile.

    Direct Agent Access

     

    Activate Direct Agent Access Number

     

    Direct Access Number

    Activate Agent's voicemail

    Enable a caller to use an extension number to directly contact this agent.

    Enter a two to eight-digit extension to reach the agent directly. 

    If checked, activates an agent's voicemail and routes direct agent access calls to agent's voicemail if the agent fails to accept an interaction within the interaction offer time out period.

    The Virtual Contact Center uses the email address specified in the Agents page,General tab, to email Direct Agent Access voice mails to the Agent.

    Note: If the agent's telephone has a private voice mail box, ensure that the Virtual Contact Center voice mail time out threshold occurs before the agent's voice mail box seizes the call.

    Outbound Calling

     

    Outbound Phone Codes

     

    Calling Line ID

     

     

     

     

     

    Dial Plan

     

    By default, an agent inherits the Outbound Phone Code List assigned to the group he/she belongs to. You can change the selection here.

    Select an Outbound Phone Code list or None from the drop down menu to indicate a calling Line ID for outbound calls.

    Select a Calling Line Id for all outbound calls placed by the agent. You can select from:

    • the channel numbers, or
    • agent's phone number, or
    • anonymous

    Note: The agent's Calling Line ID is overridden by Calling Line Id set by Outbound Phone Codes.

    Choose a Dial Plan to translate outbound dialing numbers. Select from International Numbering Plan, or North American Numbering Plan, or any custom plan defined for the tenant. For details on dial plan, refer to

    Automatic Call Recording

    % of inbound calls

    % of outbound calls

    % of direct agent access calls

    Specify the percentage of automatic call recording for the agent.

    Enter a percentage of inbound, outbound, and direct agent access calls.

    Agent Recording Controls

    • Agent is able to start recording

    • Agent does not have recording controls

    • Agent is able to start and pause recording

    • While on a call, an agent can start recording the call anytime. The recording ends on terminating the call.
    • Prevents an agent from recording a call by taking away the recording control in the Control Panel. A call may still be recorded based on the automatic call recording settings.
    • An agent can start and pause recording a call any number of times. An agent may be denied recording rights with certain IVR settings. Visual feedback in the Control Panel always reflects the true recording status.
  3. Click Save to save the settings.

    The next step is to assign queues to the agent.

     

See Also

 


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