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  2. SIP Extensions

Outbound Numbers

Outbound Numbers are caller ID numbers with no registered extension behind them, presented on outbound calls placed through any available extension.

An outbound number is a caller ID an agent can present on an outbound call without a dedicated SIP extension. The call goes out through any available extension while presenting the chosen number. Like an outbound extension, an outbound number can be assigned to a skill or an agent and pinned to the top of their list.

Accessing Outbound Numbers

Outbound Numbers is accessible to accounts with Admin permissions.

  1. Navigate to Admin (System) > SIP Extensions
  2. All outbound numbers are listed under Outbound Numbers, with the skill or agent each is assigned to; when none exist, No outbound numbers configured yet. is shown

Adding an Outbound Number

  1. Select the + icon in the Outbound Numbers header
  2. Complete the following fields in the Add Outbound Number Extension window:
FieldDescription
Outbound ID Number (as defined in UC)The caller ID number, as configured on the phone system
Outbound ID Label (for internal use)A name for the caller ID, shown to agents when they choose a number
DID AssignmentWho is offered this caller ID. Defaults to Unassigned (Default). Select the pencil icon to assign it to one skill or one agent
Pinned NumberYes keeps this caller ID at the top of the assigned agents' list in CCAC. Defaults to No
  1. Select Save

When a number is removed, agents are no longer offered it, and a call attempted with it is refused.


Updated about 17 hours ago