You are here: Create and Configure Channels > Set up Phone Channels > Configure Phone Channel Properties

Configure Phone Channel Properties

Configuring a phone channel in Virtual Contact Center involves:

To configure the properties for a phone channel, you must specify the channel name, choose a phone format, and select the phone script for the channel. You can define a new script or copy an existing one in the tenant. A script refers to instructions that specify call treatment choices.

Go to Channels > Phone > Properties to specify the primary properties of the phone channel. Configuration Manager displays a list of Service Channels and Agent Channels under Channels > Phone.

To configure phone channel properties:

  1. From the Configuration Menu, open Channels.
  2. Go to the Phone tab.
  3. From the list of channels, select a Service phone channel, and click .
    The Properties tab opens.
  4. Enter or select values for the channel.
    The following table summarizes the options under Channels > Phone > Properties:
    Service Phone Channel PropertyDescription
    Channel TypeRead-only reminder of the type of channel.
    NumberRead-only reminder of the channel's phone number.
    8x8 defines your phone numbers when it provisions your Virtual Contact Center tenant.
    Calling Name DisplayRead-only reminder. Refers to the Calling Name Display (CNAM) that is used when the outbound calls use the associated public number as outgoing Calling Line ID (CLI).
    Channel nameType the name of this phone channel.
    Read-only agent name; also represents the channel name that is linked to the agent's public or PBX number. Agent Console displays the channel name when the agent receives an incoming phone interaction.
    Display phone formatSelect the phone display format. Agent Console uses this format to display the inbound phone numbers:
    • US standard [x-xxx-xxx-xxxx] (the default 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 ScriptYou can select the default IVR script from the drop-down menu or select any existing IVR script in the tenant.

    Note: for best practice, create an IVR script first, and then configure the channel.

    Link Channel to an agentAllows you to link this phone channel to an agent. By clicking the 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 enabledSelect to enable this channel for service.
    Enable a channel only after your contact center is ready to receive interactions on the channel.
  5. Click Save.

Configure Agent Phone Channel Properties

An agent channel is a phone channel associated with a Virtual Contact Center agent, and is automatically created when you create a Virtual Contact Center agent in Account Manager. You can edit an agent channel, and enable or disable it in Configuration Manager. A default IVR script is linked to the agent DID and agent PBX extension. The administrator can create a custom script and configure it for the agent.

To configure an agent channel properties:

  1. From the Configuration Menu, open Channels.
  2. Select an agent channel from the list, and click .
    The Users list opens and the agent you have selected appears highlighted in the list.
  3. Open the Phone tab.
  4. View or make changes to channels and scripts associated to the agent under Channels and Scripts linked to this Agent.
    For details, refer to Configure Phone Settings.
    The following table summarizes Users > Phone tab > Channels and Scripts linked to this Agent:
    Channels and Scripts linked to this AgentDescription
    Channel NameRead-only agent name; also represents the channel name that is linked to the agent's public or PBX number. Agent Console displays the channel name when the agent receives an incoming phone interaction.
    Calling Name DisplayRead-only reminder. Refers to the Calling Name Display (CNAM) that is used when the outbound calls use the associated public number as outgoing Calling Line ID (CLI).
    Public NumberIndicates the external phone number or the Direct-Inward-Dialing (DID) number of the channel. If the extension number is a dedicated extension such as 1001, the Public Number gets populated with the DID number. For virtual numbers that are not associated with any DIDs, this field remains blank.
    Script Name-Public NumberIndicates the IVR script associated with the agent's public number. It directs external callers to the agent's call-handling script. You can choose another script from the drop-down menu and assign to this agent. For details, refer to Create a Phone IVR Script.
    PBX numberThis is the system-assigned number used for agent presence and internal calling to the agent. Channels linked to agents get a PBX Number on migration. Adding and linking a new channel to an agent adds the PBX Number to the channel. For a dedicated extensions such as 3002, both Public Number and PBX Number appear in the table. However, for a system-assigned extension number such as 6002, neither of the two fields are populated in the table, since there is no corresponding DID assigned with the extension number.
    Script Name-PBX NumberIndicates the IVR script associated with an agent's PBX number. Internal calls to this agent's PBX number receives this script treatment. For details, refer to Create a Phone IVR Script.
  5. Click Save.

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