You can assign agent phonebooks at the Client, Call Center, or Service levels from their respective editors. Phonebooks can be assigned at all levels. However, the priority is as follows:

  1. Service
  2. Call Center
  3. Client

Assigning an Agent Phonebook at Service Level

To assign an agent phonebook from the Service level, navigate to Configure > Services > Services > Settings > Agent Desktop and select the required phonebook from the Default Agent Phonebook drop-down list.

 

Assigning an Agent Phonebook at Call Center Level

To assign an agent phonebook from the Call Center level, navigate to Configure > Services > Call Centers. Double-click the Call Center from the list and select the required phonebook from the Default Agent Phonebook drop-down list.

Assigning an Agent Phonebook at Client Level

To assign an agent phonebook at the Client level, navigate to Configure > Services > Client > Portal and select the required phonebook from the Default Agent Phonebook drop-down list.