Consider your business is using the Contact Center App of Apptivo and a new Employee is added to the Employees App. When this employee tries to place a call, he is prompted that he can’t make calls.
This is because the Employee’s phone number is not added in the Business Phone Number field in the Employees App. Add the phone number in the Employee’s Profile.
- Navigate to the Contact Center App of Apptivo. Here, select Settings from the App Header.
- You will be redirected to the Settings page. Choose Contact Center → Agents in the left navigation panel.
- In the Agents page, you can set the Outgoing Call Routing to Mobile or Computer for the employee.
Configuring Outgoing Call Routing to Mobile
When the Outgoing Call Routing is set up as Mobile, the employee can make the outgoing call from the Contact Center App. At first, the employee will receive a call to his phone number from the Nexmo Phone Number. When the employee answers the call, he will be connected to the Contact’s Phone Number. When the contact attends the call, the Employee can communicate with the contact effortlessly.
- In the below image, the contact’s phone number is 816-XXX-XXXX.
- As the routing is set as Mobile, the Employee will receive the call from his Nexmo Number 720-XXX-XXXX.
- Only when the call is answering by the Employee, the call will be forwarded to the Contact’s Phone Number.
- For the Contact as well, the receiving phone number’s Caller ID will be the Nexmo Phone Number 720-XXX-XXXX. Hence, the Contact will never know the Employee’s phone number.
Configuring Outgoing Call Routing to Computer
On configuring the Outgoing Call Routing as Computer, the Employee can communicate with the contact directly from the Computer without any mobile phone’s support.
- In the below image, the contact’s phone number is 816-XXX-XXXX.
- Since the routing is set as Computer, the Employee can place a call from the Computer and update the call Summary simultaneously.
- For the Contact, the receiving phone number’s Caller ID will be the Nexmo Phone Number 720-XXX-XXXX. Hence, the Contact will never know the Employee’s phone number.
Note: Do not refresh the page. If refreshed, the Ongoing call will be disconnected.
