The Agent List is where you can check and confirm phone settings for your agents that were added to your Call Centers in your Salesforce Setup.
Note: If you do not see an agent's name in the list that has been added to your Call Centers, please make sure they have first loaded the softphone in Salesforce and completed the Welcome Screen.
Name: displays the agent’s name
Caller ID: displays the caller ID the agent uses for Click to Dial. If no Caller ID is entered, the agent will display the account default Caller ID to prospects
Endpoint: the phone number the agent uses to connect to Conquer Voice
- Extension: the Extension associated with the agent's phone number in Conquer Voice
- Return Number: the phone number that callbacks will route to if the agent is using Regional ID to place calls (Note: If no Return Number is entered, Regional ID callbacks will ring to a busy signal)
- C2D: shows whether the agent has Regional ID enabled for Click to Dial calls
Note: The settings cog in Conquer Voice will not automatically update real-time. The softphone will need to be refreshed or used to make a call, to reflect changes when they are made from the DS Management page.