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.

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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:
   • Enabled — the agent must press a digit to accept the call before it connects
   • Disabled — the call connects immediately upon the device answering; risking connection to voicemail if the device is not answered in time
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