PEC-AS/Current/ManageCC/Caller ID - Revision history

Mwest: Text replacement - "Agent Desktop" to "Agent Workspace"

2022-08-16T13:50:14Z

Text replacement - "Agent Desktop" to "Agent Workspace"

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:34:32Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"

2020-07-15T11:45:15Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Jerickso: Published

2020-06-08T17:37:05Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Add and manage Caller ID
|TocName=Caller ID
|Context=Create Caller Identification (Caller ID) options to be displayed when an agent makes an outbound call or transfer
|ComingSoon=No
|Platform=PureEngage
|Role=Administrator
|Application=Agent Setup
|Prereq=
|Section={{Section
|sectionHeading=About Caller ID
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=A Caller ID is typically the phone number that you want displayed on the phone of the person who receives the call when the agent consults, conferences, or transfers a call.

You can also specify a display name, such as your company name, to be included with the Caller ID. For example, SalesForMore 1-555-555-5555. In this case, Agent Desktop shows '''SalesForMore''' on the list of Caller IDs that an agent can select.

===Creating a shareable Caller ID business attribute===

Caller IDs can be used as shareable business attributes for agents, agents groups, and the global contact center. To see how to create shareable business attributes, see {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Business_attributes}}.

{{NoteFormat|
* To view an example of Caller ID options in Agent Desktop, see {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADVoice|anchor=cid|display text=How do I manually select a Caller Identification?}} in ''Agent Desktop Agent's Guide''.
* In the table of configured Caller IDs, in addition to selecting and adding Caller IDs, you can also filter items using the '''Quick Filter''' field and delete a Caller ID.|2}}
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Selecting a Caller ID
|anchor=
|alignment=Horizontal
|Media=Image
|image=ASSelectCallerID.png
|structuredtext=<ol>
<li>Select a business attribute:
<ol type="a">
<li> On the Caller ID page, select the folder you want to view from the '''Folder''' drop-down list box.</li>
<li> Click the second drop-down list box and select the business attribute for the Caller ID.
<p>You can consider a business attribute to be the container that holds a list of Caller IDs that have a common theme. </p>
</li>
</ol>
</li>
<li> Select a Caller ID from the list.
</li>
</ol>
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Adding a new Caller ID
|anchor=
|alignment=Horizontal
|Media=Image
|image=ASAddCallerID.png
|structuredtext=#Select the folder you want to view from the '''Folder''' drop-down list box.
#Click the second drop-down list box and select the business attribute into which you want to add the Caller ID.
#Click '''Add'''.
#Type the '''Name''' and '''Display Name''' for the new Caller ID.
|structuredtextwide={{NoteFormat|To add a new folder to the list, you can do one of the following:
* Click '''Add Folder'''; or
* To add a subfolder, click the '''Folder''' drop-down list box, select a folder, and then click the '''Add folder''' icon.|2}}
|FAQHeading=
|Status=No
}}
}}

@@ Line 17: / Line 17: @@
 |structuredtext=A Caller ID is typically the phone number that you want displayed on the phone of the person who receives the call when the agent consults, conferences, or transfers a call.
-You can also specify a display name, such as your company name, to be included with the Caller ID. For example, SalesForMore 1-555-555-5555. In this case, Agent Desktop shows '''SalesForMore''' on the list of Caller IDs that an agent can select.
+You can also specify a display name, such as your company name, to be included with the Caller ID. For example, SalesForMore 1-555-555-5555. In this case, Agent Workspace shows '''SalesForMore''' on the list of Caller IDs that an agent can select.
 ===Creating a shareable Caller ID business attribute===
@@ Line 24: / Line 24: @@
 {{NoteFormat|
-* To view an example of Caller ID options in Agent Desktop, see {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADVoice|anchor=cid|display text=How do I manually select a Caller Identification?}} in ''Agent Desktop Agent's Guide''.
+* To view an example of Caller ID options in Agent Workspace, see {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADVoice|anchor=cid|display text=How do I manually select a Caller Identification?}} in ''Agent Workspace Agent's Guide''.
 * In the table of configured Caller IDs, in addition to selecting and adding Caller IDs, you can also filter items using the '''Quick Filter''' field and delete a Caller ID.|2}}
 |structuredtextwide=

@@ Line 5: / Line 5: @@
 |Context=Create Caller Identification (Caller ID) options to be displayed when an agent makes an outbound call or transfer
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Role=Administrator
 |Application=Agent Setup

PEC-AS/Current/ManageCC/Caller ID - Revision history

Mwest: Text replacement - "Agent Desktop" to "Agent Workspace"

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Jerickso: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"