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Setting Up a Virtual Contact Center Dedicated Extension in Account Manager
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Setting Up a Virtual Contact Center Dedicated Extension in Account Manager


Changing an extension to be a VCC dedicated. With a dedicated extension, the extension and Direct-in-Dial (DID) numbers are permanently redirected to Virtual Contact Center agent channels.

Applies To

  • Account Manager
  • Virtual Contact Center


We will need to complete the below two steps in order to create a VCC dedicated extension. 

  • Step 1: Assign a dedicated extension to a user profile.
  • Step 2: Update the user profile with Virtual Contact Center agent privileges.

Assign a Dedicated Extension to a User Profile

  1. Go to the Phone System tab.
  2. Click View All Extensions.
  3. Select an available extension from the list, and click Edit.
  4. Click Select User Profile. A window appears, showing all available user profiles.
  5. Find a user profile from the list, and click Select.
  6. Select the VCC Dedicated Extension check box.
  7. Click Save Changes. The extension number is now assigned to that user profile.

Update a User Profile with Virtual Contact Center Agent Privileges

  1. Go to the Accounts tab.
  2. Select User Profiles.
  3. Search for the user assigned to a dedicated extension in the previous step. Click Edit.
    You see the extension number show up in the profile.
  4. Select the VCC Agent check box to assign the agent privileges to the user profile.
  5. If not selected already, select the dedicated extension number, next to the agent's primary extension, as the primary extension number for this agent.
  6. Click Save.

This extension user is now assigned agent privileges and a dedicated extension.

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