Using Omni DID in Agent Desktop
Omni DID is Bright Pattern Contact Center’s version of Direct Inward Dialing (DID). If you are not familiar with DID, unlike service or queue-based interactions that get distributed to teams of agents, DID creates a direct association with an access number (i.e., the phone number customers use to reach your contact center) and you or your specific phone extension.
Note that your access numbers might be specifically associated with voice, chat, or voice and chat capabilities. If you do not know what your access numbers are capable of, contact your system administrator.
If Omni DID is configured for you or an extension you use, you will notice the following system behavior and functionality.
Inbound Voice and SMS
With Omni DID, voice and SMS interactions are received by the Agent Desktop application normally (i.e., like interactions associated with a service or campaign); however, these incoming interactions are being directed specifically to you or your extension. For example, every new incoming SMS directed to you will create a new interaction.
Outbound Voice and SMS
Voice
When an outbound voice call is initiated, you can choose either an available service or one of your voice-capable Omni DID numbers. The existing drop-down service selector will include a list of configured access numbers assigned to you and/or to the extension you are logged in with.
SMS
You can send an outbound SMS with an SMS-capable Omni DID number by selecting the chat icon next to a saved contact. As with Omni DID outbound voice, the existing drop-down service selector will include a list of configured access numbers assigned to you; however, you will be allowed to initiate the SMS even if a service is not selected. In this case, your SMS-capable access number will be used.