- Contact Center Administrator Guide Introduction
- Contact Center Administrator IntroductionUser Interface
- Contact Center Administrator User InterfaceTutorials
- About TutorialsConcepts
- About ConceptsUsers and Teams
- Users & Teams SectionsDirectory
- Directory Sections
- Directory Overview
- Access Numbers
- 1.1 Properties
- 1.2 Configuration
- Dial-out Entries
- Static Entries
- Special NumbersScenario Entries
- Scenario Entries SectionsScenarios
- About ScenariosWorkflows
- WorkflowsServices and Campaigns
- About Services & CampaignsLists
- ListsDo Not Call Lists
- Do Not Call ListsTasks
- Tasks SectionsCase & Contact Management
- Case & Contact Management SectionsCall Center Configuration
- Call Center Configuration SectionsQuality Management
- Quality Management SectionsReporting
- Reporting SectionsCustom
- Custom SectionsSecurity
- Security SectionsApplication Notes
- Application NotesAppendices
Access numbers are the public switched telephone network (PSTN) phone numbers that customers use to reach your contact center. Access numbers can be voice only, SMS only, or voice + SMS. Access numbers can point to a scenario, a specific internal extension, or access numbers can be unassigned.
These numbers are initially configured and assigned to your contact center at the service provider level. With the Contact Center Administrator application, you can view the available external access numbers and associate them with scenarios, which define how calls arriving at these numbers will be processed by the system. Such associations are called dial-in scenario entries.
You can also associate external access numbers with specific extension numbers of your contact center. In this case, all calls arriving at the external number will be delivered directly to the associated extension. This functionality is called Direct Inward Dialing (DID).
Access numbers can, and in some cases must, be used as caller IDs for regular outbound calls, campaign calls, and outgoing SMS communications. For more information about configuring caller IDs for regular outbound calls, see section Dial-out Entries. For more information about configuring caller IDs for campaign calls and SMS messages, see section Service and Campaigns - Numbers Tab.
Access numbers are also used in chat services to enable customers to request and carry on chat conversations via SMS. For more information about enabling inbound SMS function in chat services, see section Messaging/Chat.
To view the available access numbers, select the Access Numbers option from the Directory menu.
All access numbers assigned to you by the service provider will appear in the list view. Numbers dedicated to SMS communications will appear in the [number]/SMS format.
Access number types displayed in the list view have the following meanings:
- If an access number is associated with an extension, its type will be set to extension, the extension number will appear in column Internal, and the user of that extension will appear in column Details.
- If a regular number or SMS access number is associated with a scenario entry, its type will be set to scenario, and the scenario name will appear in column Details.
- If an SMS number is associated with a service, its type will be set to text out.
- If an SMS number is associated with both a scenario entry (for inbound SMS) and a service (for outbound SMS), its type will be set to scenario, text out.
- Access numbers that do not have any associations will have type unassigned.
The telephone number your service provider has assigned to your contact center that; access numbers can be accessed from the public telephone network.
Display name (CNAM)
The calling party display name that will be transmitted and shown to the receiving party when the given access number is used as a Caller ID. Note that support for this functionality varies depending on the country and carriers involved, and delivery is not guaranteed (in particular, this functionality is not currently available in the USA where display names are stored in carries' CNAM databases).
This property is only shown if the display name is configured for the given number by your service provider. Depending on your service provider's practices, you may or may not be able to change this name. When editing the display name, be sure to check for possible length and character set limitations.
The destination is where your call will be routed to in your contact center; options include: scenario, extension, or unassigned.
If the destination is scenario
- Destination - The destination type (i.e., where incoming calls will be delivered). Selecting “scenario” as the destination means that incoming calls will arrive at the configured dial-in scenario entry point.
When “scenario” is selected, the following dial-in scenario entry properties will appear. You may learn more about these properties in the Contact Center Administrator Guide, section Dial-In.
- Scenario Entry name
- Internal numbers
- External numbers
- Requested skills
- Queuing priority
- Hours of Operation
- Visible to agents
- Directory folder
- Scenario parameters
If the destination is extension
- Destination - The destination type (i.e., where incoming calls will be delivered). Selecting “extension” as the destination means that incoming calls will be delivered to the configured extension.
If the extension belongs to the user and the user is not logged in, the system will still try to deliver a call to the configured extension. The system will follow call forwarding rules configured for that extension (i.e., with unconditional forwarding on Forward on no answer after).
If the extension is a softphone that belongs to the user, the system will obey voicemail configuration for that user and the call will be delivered to the user's voicemail.
Both single Access Numbers and “range” Access Numbers can be assigned to extension.
- Extension number - The extension number, which must be typed in. If there is a user with this extension configured, you will see the user name link on the left.
- Add prefix to all called IDs - If checked, this option inserts a prefix (specified in the "Prefix" field, below), to all called IDs.
- Prefix - A digit (e.g., “1”) or set of digits (e.g., "011" for international calls) to be prepended to the number before transmitting the dialed number outside of your private telephone network. The digits can contain a leading plus (+) sign indicating international calling.
If the destination is unassigned
- Destination - The destination type (i.e., where incoming calls will be delivered). Selecting “unassigned” as the destination means that incoming calls to unassigned access numbers will be rejected.
How to Associate a Selected Access Number with a Scenario
- Set the Destination property to scenario.
- Edit the dial-in scenario entry properties that will appear in the right pane.
How to Associate a Selected Access Number with an Extension
- Set the Destination property to extension.
- Specify the extension number in the field Extension.
If the specified extension is a softphone, the name of the associated user will appear next to the entered number. If the specified extension is a hardphone, the internal Caller ID of the hardphone will appear.
By default, access numbers used as caller IDs will be transmitted exactly as they appear in the list view of the Access Numbers screen.
How to Attach a Prefix to an Access Number When It Is Used As a Caller ID
- Select the Add prefix to all called IDs checkbox.
- Enter the desired digits in the Prefix field.
Note that the use of access numbers as caller IDs for campaign calls must be enabled at the service provider level. Where such use is restricted, the property pages of the corresponding access numbers will display a read-only parameter Restrictions set to No automated outbound dialing on this number.
For DID purposes, a range of numbers may be assigned to your contact center at the service provider level. The range will appear in the list view as the starting number followed by the number of numbers in the range in parentheses. Note that such numbers cannot be used for dial-in scenario entries.
How to Associate a Range of Access Numbers with a Range of Extensions
- Set the Destination property to extension.
- Specify the first extension number of the desired range in the field Extension.
Association of subsequent extensions in the range will happen automatically.