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 > Services > Services > Settings > Agent Desktop and select the desired phonebook from the Default Agent Phonebook drop-down list.
To assign agent phonebook at the Call Center level, navigate to Configure > Services > Call Centers > General and select the desired phonebook from the Default Agent Phonebook drop-down list.
To assign agent phonebook at the Client level, navigate to Configure > Services > Client > Portal and select the desired phonebook from the Default Agent Phonebook drop-down list.
