Manage personnel phone settings

Note CCaaS UI was previously called TouchPoint.

On the New Agent/[Agent name] page, on the Phone settings tab, view/enter the following information:

• Phone ANI — the identifier used for call routing or billing. This is an optional field that can be required by your telephone carrier. ANI is different from Caller ID, but might be used by a telephone carrier to display caller identity to the called party. The value of this field is usually provided by the telephone company and is numeric text.
• Caller ID — the identity the agent presents to a called party. This value can be text or a telephone number.
• DNIS (read only) — the DNIS assigned to the user. The DNIS serves as the personal voicemail User ID.
• Country code — the agent's country code. This code can be a maximum of three numeric digits and can have a leading plus sign (+).
• Area code — the agent's area code. This code can be a maximum of 12 numeric digits.
• Voice device type — the agent's voice device. The options are:
• NotSet (default) — set in CCaaS UI by the agent
• SIP — CCaaS UI provides a SIP voice terminal
• H323 — CCaaS UI provides an H.323 voice terminal
• VoiceDevice — a phone
• CommunicatorClient — not in use
• Voice device address — the agent's phone IP or extension in E.164 or SIP URI format. For Teams, use the agent's phone number associated with it.
• Block local calls — whether to block outgoing local calls.
• Block long distance calls — whether to block outgoing long distance calls.
• Block international calls — whether to block outgoing international calls.
• Auto release on call pickup — whether to have the agent automatically enter the released state when a call is picked up. The agent needs to manually make themselves available when after-call work is complete.
• Auto release on ring timeout — the number of pickup failures after which the agent automatically enters the released state. The default is 0 (disabled).
• Automatic answer — whether to have CCaaS UI automatically answer calls when they are delivered.
• IP phone password — the numeric password for the IP phone directly controlled by CCaaS.
• Voicemail — whether to enable personal voicemail. Personal voicemail is stored physically in the recording database and is unrelated to ACD-routed voicemail.
• Mailbox PIN — the initial numeric password that the agent enters to access their personal voicemail box. The agent can change the PIN after logging on to the voicemail system. To log on to voicemail, agents use their direct extension as the user ID and the Mailbox PIN as a password.
• KCO mode — whether to enable the agent to remain connected to CCaaS through an alternative device for the duration of their shift.
• Shared mailbox — the agent ID of the shared mailbox.
• Use SRTP — whether to use SRTP on the Agent leg.

Note If Use SRTP is select for the tenant, it is used for the agent irrespective of the above setting. See Manage tenant parameters.