Configure Phone Settings

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 as below:

To configure phone settings:

  1. From the Configuration Menu, open Agents > Phone.
  2. Enter or select the desired settings from the available options. The following table summarizes Agents > Phone options:
    Phone Tab OptionsDescription
    Workplace
    Workplace phoneIf the agent uses a standard wired or cellular telephone, then in the Workplace phone enter the full telephone number. Virtual Contact Center uses that number to connect Phone interactions to the agent's telephone:
    • In the United States, phone numbers must be 1+three-digit area code+seven-digit phone number. When typing numbers in 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, phone numbers must be Country Code+phone number.
    If enabled by the administrator, agents may use My Profile tab in Agent Console to change their phone number later.
    Workplace SIP URI If the agent uses a VoIP telephone, then in the SIP phone URI text entry area type the VoIP phone's full URI. Virtual Contact Center uses that URI to connect Phone interactions to the agent's VoIP telephone. If enabled by the administrator, agents may use My Profile tab in Agent Console, to change their phone number later.
    Allow agent to change phone NumberControl agents' ability to change phone number. If selected, agents can change their workplace phone number in Agent Console's My Profile page.
    Allow agent to change SIP Phone URIControl agents' ability to change phone number. If selected, agents can change their SIP Phone URI phone number in Agent Console, My Profile page.
    Agent Access #'s and Voicemail
    Enable in IVREnter a two to eight-digit extension to reach the agent directly. It allows the agent extension number to be recognized in the IVR during a Menu or Get Value input operation.
    IVR Direct Agent Access # (Maximum 8 digits)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. 
    Enable Agent VoicemailIf enabled, it 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 timeout period. Virtual Contact Center uses the email address specified in the Agents > General tab, to email Direct Agent Access voicemails to the agent.

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

    Agent Recording Controls
    Agent does not have recording controlsPrevents 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.
    Agent is able to start recording While on a call, an agent can start recording the call anytime. The recording ends on terminating the call.
    Agent is able to start and pause recordingAn 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 Agent Console's Control Panel always reflects the true recording status.
    Outbound Calling
    Outbound Phone CodesBy default, an agent inherits the Outbound Phone Code List assigned to the group he/she belongs to. You can change the selection here.
    Calling Line IDSelect 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:
    • channel numbers
    • agent's phone number
    • anonymous

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

    Dial PlanChoose a Dial Plan to translate outbound dialing numbers. Select from International Numbering Plan, North American Numbering Plan, or any custom plan defined for the tenant. For details on dial plan, refer to Understand Tenant Dial Plans.
    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.
  3. Click Save.
    The next step is to assign queues to the agent.

     

See Also

 


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