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Remote Agent

In Premier Edition Cloud, agents who work in a home office environment through teleworking or telecommuting. The Caller ID overwrite functionality found in VCC Dashboard is used to provide the same outbound Automatic Number Identification (ANI) when agents make an outbound call, which ensures that a remote agent's home phone number is not displayed to the receiving party.

See also Agent.



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Automatic Number Identification

Also known as ANI. A feature that passes a caller’s telephone number over the network to the receiving location, so that the caller can be identified. Sometimes referred to as a “Caller ID.” ANI is a North American term, and Calling Line Identification (CLI) is an alternative term that is used elsewhere.



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Call ID

A unique identifier that the switch assigns to each call.
See also Automatic Number Identification.



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

How Do I Assign Caller IDs to the Contact Center?

A Caller ID is a registered phone number configured for your contact center that is displayed to the receiver of the call. You can configure this setting in the Settings > Desktop > General view.

You can provide a single number that overwrites the Caller ID for all voice calls originating from the contact center. Alternatively, your contact center might be configured to allow multiple numbers. In this case, you can provide multiple Caller IDs and agents can select which Caller ID to use before they initiate a call.

Why set the Caller ID at the contact center level?

This default Caller ID overwrites the Caller ID for all voice calls originating from the contact center. When agents make an outbound call, this default Caller ID provides the same outbound Automatic Number Identification (ANI), which ensures that the receiver of the call doesn't see the remote agent's home office phone number.

Important
You can also set the Caller ID for each team by using the Properties tab under the Team view. If you set a Caller ID at the Team level, then this Caller ID takes precedence over the Caller ID set for that contact center at the Caller ID level.

Single Caller ID

How do I assign a Caller ID?

A Caller ID is one of the phone lines configured in your CX Builder account for your contact center. Select a Caller ID from the drop-down list:

VCC263 Add Call ID.png

How do I change a Caller ID?

You can change a Caller ID by following the same steps found in How do I assign a Caller ID?. The only difference is that you'll see a Caller ID updated message in the bottom right-hand corner when the Caller ID is changed.

How do I delete a Caller ID?

You can delete a Caller ID by selecting None from the Caller ID drop-down list:

VCC263 General CallerID None.png

A Caller ID deleted message appears in the bottom right-hand corner when the Caller ID is deleted.

Multiple Caller IDs

How do I assign multiple Caller IDs?

Your contact center might be configured to allow multiple Caller IDs. When agents initiate an outbound call, they are prompted to select a Caller ID from this list.

If this feature is enabled, you can choose one or more Caller IDs from the phone lines configured in your CX Builder account for your contact center.

  1. Select a Caller ID from the drop-down list.
  2. Enter a display name.
  3. Click Add.
VCC270 Dashboard AddCallerID.png

Repeat this process to add multiple Caller IDs to the list.

How do I rename Caller IDs?

Click the name of a Caller ID to change its name.

VCC270 Dashboard RenameCallerID.png

How do I remove Caller IDs from the list?

Click the check box beside a Caller ID that you want to remove, and then click Delete.

VCC270 Dashboard RemoveCallerID.png

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This page was last modified on February 3, 2017, at 03:38.