Call Link lets an agent select from a range of devices — assigned by an administrator as Connected Numbers — to take and place Contact Center calls, rather than being limited to the embedded web phone in CCAC. See Connected Numbers for how an administrator assigns these devices and configures Require Digitpress to Connect.

Selecting a Connected Number

On Login

If more than one device is assigned, CCAC prompts for which Connected Number to use as soon as the agent logs in.

During a Session

1. Select the ellipsis next to the agent's name in the top-left corner

2. Select Configure Connected Number

   

3. Choose the desired device from the list

The active device's name is always displayed directly below the agent's name in CCAC.

Answering an Inbound Call

1. Once logged in and in a Ready state, an incoming call shows a notification in CCAC and rings the selected Connected Number device
2. Answer the call on that device
3. Press 1 to accept the call

Pressing 1 confirms a live person answered rather than voicemail. Declining is done from CCAC by selecting Miss Call rather than from the device itself.

Placing an Outbound Call

1. In CCAC, select the + icon in the active media bar, then New Call
2. Enter the destination number, or select a contact from the directory, then select Send
3. The Connected Number device rings first — answer it and press 1 to confirm
4. Once confirmed, the call connects to the destination