Configuring Agent Phone Number and Caller ID in Playbooks

Overview

You need to set up your Agent phone number and Caller Id to place and receive calls when you are starting to use Playbooks. The same instructions can be used to configure TAS bypass numbers for agents.

Information

Agents need to have Access to change their Phone Numbers in Playbooks. If you do not have the required access, your phone number needs to be configured by a manager or administrator. Alternatively, managers can provide the required access for agents to set their Phone Numbers and Caller IDs.

Instructions for Agents

1. Open Playbooks.
2. Click on the menu button (XANT logo) and select Settings.
3. Click Phone.
4. Click Edit next to agent number.
5. Select your country code, enter your phone number, and click Save.
   
   
   To set up your Caller ID, complete the steps described in the Setting Your Caller ID KB Article.
   

Instructions for Managers

Agent Phone numbers can be updated from the Teams and People tabs. The default Caller ID for a team can be updated only from the Teams tab (or by agents themselves).

• Teams tab:
  
  
  1. Open the Playbooks Manager Application.
  2. Click on the Teams tab and open the required team.
  3. Click on the required agent.
  4. Under Agent Number, click Change and enter the required Agent phone number, click Save.
     
     
     To configure the default Caller ID for the team, complete the steps described in the Setting the Default Caller ID for a Team KB Article.
• People tab:
  
  
  1. Open the Playbooks Manager Application.
  2. Click on the People tab.
  3. Click on the required agent.
  4. Under Agent Number, click Change.
  5. Enter the required Agent phone number.
  6. Click Save.