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Setting Up a Contact Center Dedicated Extension in Account Manager
8x8 Support

Setting Up a Contact Center Dedicated Extension in Account Manager

Objective

Changing an extension to be 8x8 Contact Center dedicated. With a dedicated extension, the extension and Direct-in-Dial (DID) numbers are permanently redirected to Contact Center agent channels.

Applies To

  • Account Manager
  • 8x8 Contact Center

Procedure

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

  • Step 1: Assign a dedicated extension to a user profile.
  • Step 2: Update the user profile with 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 Contact Center Agent Privileges

  1. Go to the Accounts tab.
  2. Select User Profiles.
  3. Search for the user from Step 7.

    The extension number from Step 3 will show up in the profile selected.

  4. Click Edit.
  5. Select the VCC Agent checkbox to assign the agent privileges to the user profile.
  6. If not selected already, select the dedicated extension number, next to the agent's primary extension, as the primary extension number for this agent.
  7. Click Save.

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

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