Assigning a Phone Number to an Agent

The following describes how to specify the phone number used by an Agent to receive calls.

This process is not necessary if the Agent will be handling VoIP calls via the Cxp Agent Experience.

Implementation

  1. Access the Agents list for the intended Customer.
  1. Locate the intended Agent in the list.
  2. Under the Phone Number column, if you can see a Phone Number field, type the intended number there. If you can't see this field, use the drop-down menu to select Phone Number, and then fill out the field when it appears.
  3. Click Save Settings.