For every webex call initiated, a business CLID is provided. The agent decides to either provide this information during a call through persistent configuration or through temporary configuration.
Overview
For every webex call initiated, you will be provided with a business CLID. This business CLID can either be a call queue phone number or the agents configured phone Number. The agent can decide either to provide this information during a call through persistent configuration or through temporary configuration.
Before you begin
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The control hub administrator has to enable the phone number of the queue to be used as the outgoing phone number by the agents. For more information, see enable call queue phone numbers.
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Once the phone number is enabled, the administrator can set the agents outgoing phone number with the specific queue CLID as per Persistent Configuration.
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The agents can also select Temporary Configuration to use the FAC code #80 for outgoing call center as the phone number displayed as CLID and #81 for outgoing call to show as the personal configured external caller id as the CLID.
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From the customer view in https://admin.webex.com go to Users and select a user you want to configure agent setting for. |
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Select Calling and choose Agent Settings. |
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Select the Agent Call Queue ID. You can set the agent call queue ID to either a configured caller ID or specify a number or call queue.
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Configure the agent call queue ID from the following options:
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Before you begin
The control hub administrator has to enable the phone number of the queue to be used as the outgoing phone number by the agents. For more information, see enable call queue phone numbers.
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From the customer view in https://admin.webex.com, go to Services, and choose . |
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Click Call Queue, and then select the call queue to edit from the list. |
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In the side panel, beside Agents, click Manage. |
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(Optional) Select a default skill level value for the agents if you are adding them based on their skills from the Assigned Skill Level drop-down list.
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From the Add User or Workspace or Virtual Line drop-down, search or select the users, workspaces, or virtual lines to add to the call queue. |
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(Optional) Select the check box if you want to allow agents on active calls to take additional calls. |
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(Optional) Select the check box if you want to allow agents to join or unjoin the queue. |
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(Optional) Edit the skill level and the Joined toggle for each user, workspace or virtual line in the queue. |
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(Optional) To remove a user, workspace or virtual line, click the |
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(Optional) Click Remove All to remove all users, workspaces or virtual lines from the queue. |
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Click Save.
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From the customer view in https://admin.webex.com, go to Services, and choose . |
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Click Call Queue. |
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Select the Agents tab. |
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Select an agent from the default list of agents displayed or search for an agent name or the primary number or extension associated with the agent.
The agent dashboard in the default collapsed view displays:
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Click > to expand on the agent details. The agent dashboard displays:
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Toggle to join or unjoin an agent to the specific call queue. |
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(Optional) Click Export CSV to export a spreadsheet with a comprehensive agent details. Use this table to find the details in the exported CSV.
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