Enabling VoIP Calling for an Agent

The following describes how to enable an Agent to handle calls via the Cxp Agent Experience.

This process is not necessary if the Agent will be receiving calls via a static phone number.

Implementation

  1. Access the Agents list for the intended Customer.

    1. Access the resources page for the intended Customer.

      1. Access the details page for the intended Customer.

        1. Type the Customer’s name into the search field at the top of any page.
        2. Click the intended Customer in the search results. This opens the Customer Details page.
      1. Select the Customer Resources tab.
    1. Click the Agents hyperlink.
  1. Locate the intended Agent and click their Details hyperlink. This displays the Details tab for that Agent.
  1. Under Contact Details, ensure the Current Phone Number drop-down is set to an option that includes "CC4Win".
  2. Click Save Settings.

You should also assign a suitable configuration to this Agent, so when they log in they have all of the tools needed to handle VoIP calls.