Number Management

Function Overview

By binding an IVR flow to a Cloud Contact Center number, you associate the number with Cloud Contact Center. This enables agents to make and receive calls from their agent workspace to perform customer service tasks.

Access the Feature

1. Log on to the Cloud Contact Center console. In the navigation pane on the left, choose Instance Management - V2. 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 Voice Services to open the Voice Services console. In the navigation pane on the left, select Number Management.

   

Function Introduction

The Number Management interface displays all Cloud Contact Center phone numbers under your account. The system automatically lists the phone numbers from your Cloud Contact Center instance. You can view details for each number in the list.

Add a Number

Click Add to open the Add Number form and add a Cloud Contact Center number.

• Number or Number Group

  You can add either a number or a number group, but not both. The number field is required. If you have already purchased numbers, they appear automatically in the drop-down list. Add the number based on your needs.

• Purpose

  Purpose is a required multi-select option. Choose inbound, outbound, or both. If you select inbound, you must also select an agent type. Agent types include human agent and digital employee. Inbound-only numbers can only receive calls. Outbound-only numbers can only make calls. Numbers with both purposes can make and receive calls. We recommend selecting both inbound and outbound.

• IVR Flow

  For details about IVR flows, see IVR Flow. The drop-down list shows only published IVR flows. By default, no IVR flow is bound to the number. Select an IVR flow from the list to bind it. If the purpose is outbound-only, the IVR flow option is unavailable, and no IVR flow is bound. To create a new IVR flow, click Create IVR Flow to go to the IVR flow list.

  

• Digital Employee

  For details about digital employees, see Digital Employee. The drop-down list shows only published digital employees. By default, no digital employee is bound to the number. Select a digital employee from the list to bind it. If the purpose is outbound-only, the digital employee option is unavailable, and no digital employee is bound. To create a new scenario, click Create Scenario to go to the digital employee scenario list.

  

Edit Skill Groups

In the Skill Group column of the number list, click Details to manage skill groups for the number. You can bind the number to existing skill groups or remove existing bindings. After binding, agents in the associated skill group can use the number to make or receive calls.

Edit Agents

In the Agent column of the number list, view the dedicated agents assigned to the number. You can only view this information here. To configure a dedicated outbound number for an agent, go to Customer Service Management > Agents. For more information, see Agents.

Edit a Number

In the Number Management interface, find the number you want to modify and click Edit in the Actions column. The Edit Voice Number form appears. Modify the selected entry.

Delete a Phone Number

In the Number Management interface, find the number you want to delete and click Delete in the Actions column. In the confirmation dialog, click Confirm to delete the entry.

Remove Numbers

In the Number Management interface, select the numbers you want to remove and click Batch Delete. In the confirmation dialog, click Confirm to delete the selected numbers. This function works like the Delete function above but supports batch deletion.