Jump to: navigation, search

How Do I Assign Caller IDs to Teams?

You can assign a Caller ID for each team using the Properties tab under Teams.

Why set Caller IDs at the team level?

Each team can have its own default Caller ID, and this Caller ID takes precedence over the Caller ID set for the contact center.

When an agent is assigned to one or more teams that share the same Caller ID, the team Caller ID is used when the agent places an outbound call. However, when an agent is assigned to more than one team and these teams are assigned different Caller IDs, the contact center Caller ID is used when the agent places an outbound call.

For example:

  • if the contact center Caller ID is set and an agent is not assigned to any team, then the contact center Caller ID is displayed.
  • if the contact center Caller ID is set and an agent is assigned to a team, but the team does not have a custom Caller ID set, then the contact center Caller ID is displayed.
  • if the contact center Caller ID is set and an agent is assigned to one team, then the team ID is displayed.
  • if the contact center Caller ID is set and an agent is assigned to two teams, each with a different Caller ID, then the contact center Caller ID is displayed.

How do I assign a Caller ID?

  1. Select a team:
    VCC269 Teams Queue Selection.png
     
  2. Select the Properties tab in the section highlighted below to open the Properties view.
    VCC269 Dashboard Configuring Teams.png
     
  3. Select the Caller ID from the Caller ID drop-down list:
    VCC263 CallerID Select.png
    A Caller ID created message appears in the bottom right-hand corner when the Caller ID is successfully created.
Important
  • If you set a Caller ID at the Teams level, this Caller ID takes precedence over the Caller ID set at the contact center Caller ID level.
  • The Caller IDs listed in the drop-down box must be valid Caller IDs configured in your CX Builder account.

How do I change a Caller ID?

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

VCC263 CallerID None.png

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

Feedback

Comment on this article:

blog comments powered by Disqus
This page was last modified on October 21, 2016, at 06:13.