Help Center/ Cognitive Engagement Center/ User Guide/ Tenant Administrator Guide/ Configuring Public Resources/ Configuring External Numbers
Updated on 2024-10-12 GMT+08:00
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Configuring External Numbers

A tenant administrator can configure external numbers so that agents can select external numbers from the external number list during call transfer, consultation, and three-party calls.

Prerequisites

(Optional) To display the calling number (number of the user talking with the agent) on the external number side, the calling number anonymization feature has been enabled for the tenant.

Context

  • External numbers apply to the following scenarios:
    • Call transfer (Calls can be transferred to external numbers only in Success Transfer, Conversation Transfer, or Three-Party Transfer mode.)
    • Consultation or help-seeking
    • Three-party calls
  • A maximum of 10,000 external numbers can be added for a tenant.

Procedure

  1. Sign in to the AICC as a tenant administrator and choose Configuration Center > Resource Management > External number.
  2. Click New. The configuration dialog box is displayed.

    • Number: Enter an external number. The requirements are as follows:
      • The value is 0 or a positive integer.
      • The value is a string of a maximum of 24 characters.
    • Name: The value is a string of a maximum of 200 characters and must be unique.
    • User Number Forwarding
      • : The number of the customer talking with the agent is displayed on the external number side.
      • : The default access code of the tenant is displayed on the external number side.
    • (Optional) Organization Unit: Select an OU created in Configuring OUs.

  3. Click Save. To add more external numbers, repeat the preceding steps.