How to Set Up an Agent with SMS and Click-to-Call

This guide will show you how to enable SMS and Click-to-Call functionality for your agents.

Before you begin:

  • Make sure the agent's profile has the correct telephone number (their direct desk phone number) and cell phone number.

Steps:

  1. Go to Admin > Telephony.


  2. Locate an available tracking number and click "Manage".
  3. In the pop-up window:
    • Select the employee to assign the number to.
    • Set the "Route to Numbers" to either the store number or the agent's cell phone number, depending on your preference. This determines where calls to the tracking number are forwarded.

That's it! The agent is now set up with SMS and Click-to-Call capabilities.

Key points:

  • Accurate phone numbers in the agent's profile are crucial.
  • The "Route to Numbers" setting controls call forwarding.