Administration of Contact Centre Numbers

Purpose of this Guide

This guide describes the steps of creating and maintaining the phone numbers related to the different service queues.

Contact Centre Numbers

A Contact Centre Number is a phone number which is associated with a specific service queue. Customers will receive the callbacks from this number regarding their inquiry or existing case if they registered a callback request in the particular queue.

This page displays a list of existing contact centre numbers registered in the system.

Available Features are dependent on User Roles

Possible actions to take are dependent on the role assigned to a specific user account.

Deletion and Editing are Disabled

Please note that editing and deletion of a phone number entry causes the loss of related historical callback data, therefore both editing and deletion are disabled by design.

Creating a New Contact Centre Number

Follow the steps described below in order to create a new contact centre number.

Creating a New Contact Centre Number

1. Navigate to Callbacks → Contact Centre Numbers.

2. Click on the +New Contact Centre Number button in order to create a phone number entry for a specific service queue.

3. Fill in the details described below.

-   **Phone Number**: Specify the phone number of the queue that
    will receive the calls. It must start with '+' and the
    international country code.

-   **Name**: Specify a unique designation of the phone number.

-   **Company**: Choose the company related to the phone number.  

1. Click **Submit **to save the new item.