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Configuring Phone Channel Properties

Configuring a phone channel in Virtual Contact Center is a two step process:

Defining properties of a phone channel requires you to state the channel name, phone format, and select the script used for the channel. You can define a new script or copy an existing script within the tenant. A script refers to instructions that specify call treatment choices.

Use the Phone Channel, Properties tab to specify the primary properties of the phone channel.

To configure a phone channel properties:

  1. In the Configuration menu click Channels.
    Configuration Manager displays a list of channels.

    Figure 86: Phone channel page, Properties tab

  2. From the list of channels, select a phone channel and click .

    The Properties tab opens.

    Figure 87: Phone channel page, Properties tab

  3. Enter or select properties for a phone channel.

    Table 41: Summary of Phone Channel page, Properties tab options

    Phone Channel Properties Description

    Channel type

    Read only reminder of the type of channel.

    Number

    Read-only reminder of the channel's phone number.

    8x8 defines your phone numbers when it provisions your Virtual Contact Center tenant.

    Channel name

    Type the name of this phone channel.

    The Agent Console displays the channel name when the agent receives an incoming phone interaction.

    Display phone format

    Select the display format the Agent Console uses to display inbound phone numbers.

    Select:

    • US standard [x-xxx-xxx-xxxx], default Agent Console display mode.
    • US short [xxx-xxxx]
    • Australian (6 digits) [xx-xx-xx]
    • Australian (8 digits) [xxxx-xxxx]
    • Australian (10 digits) [xx-xxxx-xxxx]
    • French standard [xx-xx-xx-xx-xx]
    • No format [*]

    IVR Script

    You can select the default IVR script from the drop down menu or select any existing IVR script in the tenant.

    Link Channel to an agent Allows you to link this phone channel to an agent. By clicking this link, a list of agents shows up. You can select an agent and click Assign to create a personal channel to the agent.

    This channel is enabled

    Select to place this channel definition into service.

  4. Click Save.

 

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