Agent extensions guide

Agent extensions allow agents to be assigned a phone number extension for agent to agent calling.

This document walks you through the Call Adapter functions directly impacted by the addition of agent extensions.

Dial pad and extension directory

If you are an agent with an extension assigned, you are able to dial extensions. The dial pad communicates this in the number entry field. There will also be two tabs, Dialpad and Directory, at the top of the dialer.

  • To dial a known extension, enter the star key and extension number.

  • To dial an external number, enter the number as normal.

Access the extension directory

To use the extension directory, click the Directory tab. The default view shows all agent extensions and an indicator of the agent's availability.

  • An empty circle indicates the agent is unavailable.

  • A green filled circle indicates the agent is available.

  • You can use the search field to search for an agent by name or extension.

  • You can filter the list to show only available agents.

Search the extension directory

Click in the search field and begin typing a name in order to search for an agent extension. A list will appear showing all agents that meet the search criteria along with their availability.

If no agents meet the search criteria, a message will appear indicating that there are no available agents to contact.

Receive an internal call

When an internal call comes in from another agent, the agent's name and extension appear under Calling from on the Incoming call screen.

You can click Answer to answer the call, or Decline to decline the call. When you receive an internal call, the Agent Assist and Smart Actions buttons do not appear on the Call screen.

Set deflections for internal calls

If your administrator gives you permissions, you can set deflections for internal calls from other agents. For more information, see Let an agent configure their own deflection options.

Set after-hours deflections

You can set deflections for internal calls that are made outside your working hours.

To set after-hours deflections, follow these steps:

  1. In the CCAI Platform portal, click Call. The call adapter appears.

  2. Click Options. The Options pane appears.

  3. Next to Agent Deflections, click Forward. The Agent Deflections pane appears.

  4. Next to After hours deflection, click Forward. The After hours deflection pane appears.

  5. Click the After hours deflection toggle to the on position.

  6. To set your call availability hours, do the following:

    1. Next to Call availability hours, click Forward. The Call availability hours pane appears.

    2. To set your call availability hours, do the following:

      1. Next to Time Zone, click Forward.

      2. Select your time zone, and then click Back.

    3. Under Days and Hours of Operation, select one of the following:

      • 24 hour operation.

      • Weekdays / Weekends: Set your weekday availability hours, your weekend availability hours, or both.

      • S / M / T / W / T / F / S: For each day that falls within your availability hours, select the day and set the hours.

    4. To select the holidays to observe, do the following:

      1. Next to Holidays to Observe, click Forward. The Select Holidays pane appears.

      2. Select the holidays that you want to fall outside of your working hours. Your administrator configures the available holidays. For more information, see Holidays.

      3. Click Back.

    5. Click Save call availability hours. The After hours deflection pane appears.

  7. Under Options, select one of the following:

    • Message. In the Message greeting message field that appears, enter the message that you want to play to callers.
    • Phone number or Outbound SIP transfer. Select one of the following options that appear:
      • Phone number. In the field that appears, enter the phone number that you want calls deflected to.
      • Extension number. In the field that appears, enter the agent extension that you want calls deflected to.
      • SIP URI Address. In the field that appears, enter the SIP URI address that you want calls deflected to.
      • Select from contact list. To select from a contact list, do the following:
        1. Next to Select SIP URI, click Forward. The Select SIP URI pane appears.
        2. Select the contact that you want the call deflected to, and then click Back. The After hours deflection pane appears.
    • Voicemail. In the Voicemail greeting message field that appears, enter your voicemail greeting.

  8. Click Save deflection.

  9. Click Close to return to the Call tab.

Set overcapacity deflections

You can set deflections that redirect internal calls when the agent is at capacity.

To set overcapacity deflections, follow these steps:

  1. In the CCAI Platform portal, click Call. The call adapter appears.

  2. Click Options. The Options pane appears.

  3. Next to Automatic redirections, click, Forward. The Automatic redirections pane appears.

  4. Click the Automatic redirections toggle to the on position.

  5. Under Options, select one of the following:

    • Message. In the Message greeting message field that appears, enter the message that you want to play to callers.
    • Phone number or Outbound SIP transfer. Select one of the following options that appear:
      • Phone number. In the field that appears, enter the phone number that you want calls deflected to.
      • Extension number. In the field that appears, enter the agent extension that you want calls deflected to.
      • SIP URI Address. In the field that appears, enter the SIP URI address that you want calls deflected to.
      • Select from contact list. To select from a contact list, do the following:
        1. Next to Select SIP URI, click Forward. The Select SIP URI pane appears.
        2. Select the contact that you want the call deflected to, and then click Back. The After hours deflection pane appears.
    • Voicemail. In the Voicemail greeting message field that appears, enter your voicemail greeting.
    • Keep Waiting. Calls continue to ring until the caller hangs up.

  6. Click Save deflection.

  7. Click Close to return to the Call tab.

Set automatic redirections

You can set deflections that automatically redirect internal calls.

To set automatic redirections, follow these steps:

  1. In the CCAI Platform portal, click Call. The call adapter appears.

  2. Click Options. The Options pane appears.

  3. Next to Automatic redirections, click Forward. The Automatic redirections pane appears.

  4. Click the Automatic redirections toggle to the on position.

  5. Under Options, select one of the following:

    • Message. In the Message greeting message field that appears, enter the message that you want to play to callers.
    • Phone number or Outbound SIP transfer. Select one of the following options that appear:
      • Phone number. In the field that appears, enter the phone number that you want calls deflected to.
      • Extension number. In the field that appears, enter the agent extension that you want calls deflected to.
      • SIP URI Address. In the field that appears, enter the SIP URI address that you want calls deflected to.
      • Select from contact list. To select from a contact list, do the following:
        1. Next to Select SIP URI, click Forward. The Select SIP URI pane appears.
        2. Select the contact that you want the call deflected to, and then click Back. The After hours deflection pane appears.
    • Voicemail. In the Voicemail greeting message field that appears, enter your voicemail greeting.

  6. Click Save deflection.

  7. Click Close to return to the Call tab.

Call history

If you have an extension assigned to you, your Call History screen will contain an extra tab, Internal. This Internal tab will show all calls originating from internal extensions, regardless of the call status.

Answered calls, missed calls, and deflected calls have their own separate icons indicating the status of the call.