Agent Phonebooks can be assigned at the Client, Call Center, or Service Levels from their respective editors. Hierarchy is as follows:
- Service
- Call Center
- Client
To assign agent phonebook at the Service level, navigate to Configure > Client / Services > Services > ACD Settings and select the desired phonebook from the Default Agent Phonebook drop-down menu.
To assign agent phonebook at the Call Center level, navigate to Configure > Client / Services > Call Centers > General and select the desired phonebook from the Default Agent Phonebook drop-down menu.
To assign agent phonebook at the Client level, navigate to Configure > Client / Services > Client > Portal and select the desired phonebook from the Default Agent Phonebook drop-down menu.
