Number Management

Access the feature

1. Log on to the Cloud Contact Center console. In the left navigation pane, choose Instance Management - V2, then click the endpoint of a specific instance to open its console.

2. Click the menu button in the upper-right corner of the page and select Digital Agent to open the Digital Agent business console. In the left navigation pane, select Number Management.

   The Number Management page has two tabs: Numbers and Number Collections. Use the Add button to create a number collection, and use the search box to retrieve it by name.

Manage individual numbers

Function overview

The number navigation bar displays information about a number to help you manage and operate it effectively.

• Purpose: Shows how the number is used—either for inbound or outbound calls. Inbound means the number receives incoming calls. Outbound means the number places outgoing calls.

• IVR flow/scenario: Shows the IVR (Interactive Voice Response) flow or scenario associated with the number. IVR is an automated voice response system that performs actions based on user keypresses. This field shows the IVR flow or scenario linked to the number for easy management and configuration.

• Assigned skill group: Shows the skill group or department the number belongs to. Skill groups are work teams organized by business needs. Calls can be assigned or routed based on the number’s skill group.

• Number status: Indicates the number’s availability. Normal means the number is active. Overdue payment means the number has an unpaid balance and requires immediate attention.

• Operations: Provides Edit and Delete buttons. Edit lets you update number details such as purpose or skill group. Delete removes the number from the system.

Add a number

Click Add on the Number Management interface. You can add a single number or a number group. This example covers adding a single number.

1. Select the number you want to add. It will appear in the selected numbers list.

   In the Purpose section, check Inbound, set the agent type to Human Agent, and configure the IVR flow. Also check Outbound and select Human Agent.

2. Set the purpose: Choose Inbound to indicate the number receives incoming calls.

   After selecting this option, choose either Human Agent or Digital Agent under Select Agent Type.

3. Select agent type: Choose Human Agent or Digital Agent.

   • Human Agent: When you select this type, you must associate an IVR flow. Human agents typically require binding to a specific IVR flow to ensure incoming calls route correctly.

   • Digital Agent: When you select this type, you must bind a specific scenario.

4. Check the Outbound option.

   Note

   The Human Agent option is automatically selected by the system and cannot be changed.

5. After completing all settings, click OK to save.

Manage number collections

Add a number collection

A number collection is a group of phone numbers. Click Add, enter a custom name and description, select numbers, then click OK to complete the addition.

Edit a number collection

1. Click Edit in the operation column on the right side of the target number collection to open the editing panel.

   In the panel, set the Number Collection Name and Description. In the Source List, select the numbers you want to add, click the > button to move them to the Target List, then click OK to finish.

2. To edit a number collection, update the following information:

   • Number collection name: Assign a clear name to help identify and manage the collection.

   • Description: Provide a brief summary of the collection’s purpose, scope, or other relevant details.

   • Source list: Shows available numbers that can be added to the collection. These may include landlines, mobile numbers, or other types. Select numbers here to move them to the target list.

   • Target list: Shows the numbers currently included in the collection. These numbers come from the source list.

3. After completing all changes, click OK. The selected numbers will be added to the collection.