Connected Numbers are part of the Call Link feature, which allows agents to select from a range of devices via their assigned phone numbers rather than being limited to the embedded soft-phone in CC-Agent Client. Connected Numbers are configured at the agent level by administrators. See Call Link for how an agent selects and uses a Connected Number.

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Configuring Connected Numbers

Only administrators can add or manage the phone numbers available to an agent.

1. Navigate to User Management > Agent Licensing
2. Locate the agent and click the ellipsis next to their name, then select Edit
3. Locate the Connected Numbers field and click the edit icon
4. Click Add a Number to add a device
5. Enter a name and phone number for the device
6. Configure Require Digitpress to Connect — see Require Digitpress to Connect below
7. Click Save

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Require Digitpress to Connect

Require Digitpress to Connect is a verification step that ensures a live agent — not an automated system or voicemail box — is ready to receive the call. This setting is essential for agents using devices the contact center cannot natively control, such as personal mobile phones or generic PBX extensions.

How It Works

When a call routes to a phone via Call Link, the system waits for an "Answered" signal via SIP messaging. However, many mobile carriers and generic PBX systems send this signal the moment a voicemail box picks up, or when an agent rejects the call.

When Require Digitpress to Connect is enabled, the system plays an audio prompt to the agent upon answering: "To answer this call, press 1." The agent must press 1 to confirm a live person is on the line. If no digit is pressed, the system recognizes the call was not truly accepted and returns the caller to the queue safely after the configured ring time expires.

Enabled vs. Disabled

Best Practices

• Always enable for agents using personal mobile phones, home landlines, or any device where voicemail behavior cannot be controlled
• Consider disabling only for dedicated office desk phones with no auto-answer or local voicemail configured
• Align timeouts — the Agent Offer Timeout in the skill group settings should be shorter than any "No Answer" or rollover timeout on the agent's device or mobile carrier; this ensures the call is pulled back to the queue before the phone's local voicemail triggers

Testing When Disabled

If Require Digitpress to Connect is disabled for an agent, the following tests should be performed to confirm the caller experience remains intact. For each test, call the queue as a customer while the agent is logged in and available on the configured device:

1. No Answer — allow the agent's phone to ring out; confirm the call returns to the queue and does not reach local voicemail
2. Busy — call the agent while already on a non-queue call; verify the "Busy" signal is handled correctly
3. Manual Reject — have the agent press Ignore or Reject; confirm the caller is not dropped into voicemail
4. Do Not Disturb — place the agent's phone in DND mode; verify the call routes to the next available agent
5. Offline / Unplugged — log the agent out or unplug the device; confirm the system recognizes the device as unreachable

If the caller is successfully returned to the queue for all five tests, disabling Require Digitpress to Connect is appropriate for that device.