Authorized Extensions

Authorized extensions are registered phone numbers that are used by both Agents, to sign in to the CCA, and for Supervisors to use during Live Monitoring. Phone numbers that can be used during Live Monitoring are dependent on whether authorized extensions have been registered or not.

FMI:

For more information about live monitoring, see Monitoring an Agent Live.


No Authorized Extensions Registered

When no phone numbers are registered as authorized extensions you are presented with a note and a warning on the Authorized Extensions page indicating the following:

  • No authorized phone extension has been registered, agents can sign in using any phone number, and
  • Warning: Agents will be allowed to sign in only with phone numbers registered as authorized phone extensions. 

When no authorized phone extension has been registered, agents can sign into the CCA with any phone number they wish (e.g. desk phone, cell phone, etc.). This applies to Live Monitoring as well, if no authorized phone extension has been registered, users can use any phone number when live monitoring a call.  

Registered Authorized Extensions

When one or more phone numbers are registered as authorized extensions you are presented with a list of all registered phone extensions along with the following message: “Warning: Agents will be allowed to sign in only with phone numbers registered as authorized extensions.”

         

If you are registering phone numbers as authorized extensions, please ensure you are registering enough numbers for all users who use the CCA and/or who are live monitoring calls on a regular basis. If only one number is registered, only that number can be used.

Note: Each registered number can be used by ONLY one user at any given time. However, the same phone number can be used at the same time by a supervisor to sign into the CCA and to Live Monitor.


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