Configure Phone Settings for an 8x8 Contact Center User

Updated: 10/01/2024

Objective

Configure the Phone Settings for an 8x8 Contact Center user.

Applies To

8x8 Contact Center
Configuration Manager for Contact Center
Phone Settings

Procedure

From the Configuration Manager menu, select Users.
To the right of the user you want to edit, select Edit (pencil icon).
Select the Phone tab.
Under Phone Setup, enter or select the desired settings from the available options.
Select Save.

The following table summarizes the options under Users > Phone.

Workplace

Workplace phone	If the agent uses a standard wired or cellular telephone, then in the Workplace phone enter the full telephone number. 8x8 Contact Center uses that number to connect Phone interactions to the agent's telephone: In the United States, phone numbers must be 1+(three-digit area code)+(seven-digit phone number). When typing numbers in 8x8 Agent Workspace text entry areas, always preface the area code with 1. Outside the United States, phone numbers must be (Country Code)+(phone number) If enabled by the administrator, agents may use the My Profile tab in Agent Workspace to change their phone number later.
Workplace SIP URI	If the agent uses a VoIP telephone, then in the SIP phone URI text entry area, type the VoIP phone's full URI. Contact Center uses that URI to connect phone interactions to the agent's VoIP telephone. If enabled by the administrator, agents may use the My Profile tab in Agent Workspace to change their phone number later.
Allow agent to change workplace phone	Control agents' ability to change their phone number. If selected, agents can change their workplace phone number in the My Profile page of Agent Workspace.
Allow agent to change workplace SIP URI	Control agents' ability to change their phone number. If selected, agents can change their SIP Phone URI phone number in the My Profile page of Agent Workspace.

Outbound Calling

Outbound Phone Codes

By default, an agent inherits the Outbound Phone Code List assigned to the group they belong to. You can change the selection here.

Calling Line ID

Select an Outbound Phone Code list or None from the drop-down menu to indicate a calling Line ID for outbound calls. Select a Calling Line ID for all outbound calls placed by the agent. You can select from:

Channel numbers
Agent's phone number
Anonymous

Note: The agent's Calling Line ID is overridden by Calling Line ID set by Outbound Phone Codes.

Dial Plan

Choose a Dial Plan to translate outbound dialing numbers. Select from the International Numbering Plan, North American Numbering Plan, or any custom plan defined for the tenant.

Agent Access # and Voicemail

Enable in IVR

If enabled, allows the agent extension number to be recognized in the IVR during a Menu or Get Value input operation. You can reach the agent directly by entering a two- to eight-digit extension.

IVR Direct Agent Access # (Maximum 8 digits)

Allow a caller to use an extension number to directly contact this agent. Enter a two- to eight-digit extension number that callers can use to reach the agent directly.

Enable Agent Voicemail

If enabled, activates an agent's voicemail and routes direct agent access calls to the agent's voicemail if the agent fails to accept an interaction within the interaction offer timeout period. Contact Center uses the email address specified under Agents > General to email Direct Agent Access voicemails to the agent.

Note: If the agent's telephone has a private voicemail box, ensure that the Contact Center voicemail timeout threshold occurs before the agent's voicemail box seizes the call.

Automatic Call Recording

% of inbound calls % of outbound calls % of direct agent access calls

Specify the percentage of automatic call recording for the agent. Enter a percentage of inbound, outbound, and direct agent access calls.

Agent Recording Controls

Agent does not have recording controls	Prevents an agent from recording a call by taking away the recording control in the Control Panel. A call may still be recorded based on the automatic call recording settings.
Agent is able to start recording	While on a call, an agent can start recording the call anytime. The recording ends on terminating the call.
Agent is able to start and pause recording	An agent can start and pause recording a call any number of times. An agent may be denied recording rights with certain IVR settings. Visual feedback in the Agent Workspace Control Panel always reflects the true recording status.