How to configure the Phone Settings options for a VCC User
- Virtual Contact Centre
- VCC Configuration Manager Mode 1
- From the Configuration Menu, open Agents.
- Click or to add or edit an agent's account.
- Enter or select the desired settings from the available options.
The following table summarizes the options under Agents > Phone:
If 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.
- Outside the United States, phone numbers must be (Country Code)+(phone number)
If enabled by the administrator, agents may use the 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 the My Profile tab in Agent Console to change their phone number later. Allow agent to change phone Number Control agents' ability to change their phone number. If selected, agents can change their workplace phone number in the My Profile page of Agent Console. Allow agent to change SIP Phone URI Control agents' ability to change their phone number. If selected, agents can change their SIP Phone URI phone number in the My Profile page of Agent Console.
Outbound Phone Codes By default, an agent inherits the Outbound Phone Code List assigned to the group they belong to. You can change the selection here. Calling Line ID
Select 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
Note: The agent's Calling Line ID is overridden by Calling Line ID set by Outbound Phone Codes. Dial Plan Choose a Dial Plan to translate outbound dialing numbers. Select from the International Numbering Plan, North American Numbering Plan, or any custom plan defined for the tenant.
Agent Access # and Voicemail
Enable in IVR If enabled, allows the agent extension number to be recognized in the IVR during a Menu or Get Value input operation. You can reach the agent directly by entering a two- to eight-digit extension. IVR Direct Agent Access # (Maximum 8 digits) Allow a caller to use an extension number to directly contact this agent. Enter a two- to eight-digit extension number that callers can use to reach the agent directly. Enable Agent Voicemail If enabled, activates an agent's voicemail and routes direct agent access calls to the 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 under Agents > General to email Direct Agent Access voicemails to the agent. Note: If the agent's telephone has a private voicemail box, ensure that the Virtual Contact Center voicemail timeout threshold occurs before the agent's voicemail box seizes the call.
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.
Agent Recording Controls
Agent does not have recording controls Prevents 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 recording An 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 Control Panel always reflects the true recording status.
4. Click Save to save the settings.