Extensions

Phone numbers are assigned to individual agents using Extensions. Calls to an extension will be directly routed to an agent.  For calls to a group of agents, consider using Queues to route calls to one or more groups at a time.  

Create an Extension

To assign phone numbers to a group of agents, use Queues. Extensions subtab can be found from Denali Workspace → Call Flows → Extensions.  Create one by clicking "Create Extension".

Extensions Configurations

General

Name - Displayed in list of Extensions Conquer Voice Workspace.

Disposition Group - Determine which dispositions are available to the agent who answers the call.  Disposition Groups are created and managed in DS Management → Settings or within Denali Workspace.

Hold Timeout (in seconds) - Amount of time caller is on hold before being directed to the next step.

Assignment - Select the Agent to be assigned to this Extension.

Primary Extension - Sets a user's extension as their primary extension. If the user has multiple extensions, the primary will be used when selected from a Call Flow. If the user has another extension set as their primary, selecting this extension as the primary will unset the previous primary extension.

Banner

Banner Text - Banner text appears in the Conquer Voice softphone when an agent receives a call.

Banner Color - Like banner text, the color shows in Conquer Voice when an agent receives a call and is helpful to quickly visually distinguish which queue an agent is receiving a call from.

Ring Tones

Ring Back Tone - What the caller hears while the call is ringing. Options include music and ringing. 

Inbound Ringtone - Tone that the agent hears when they receive an inbound call.

Call Waiting Ringtone - Alternative ringtone that the agent hears when they receive a call while on another call.

Audio Notifications - Browser based audio notifications enable ringing whether Conquer Voice is connected to an agent session or not.  Headset based audio notifications enable ringing only when an agent is already connected.

Voicemail & Greeting Configuration

Note: Voicemail and greeting configurations are used when a Phone Number is assigned to an Extension without involving a Call Flow.  The options configured here will supersede settings of the same type from above only when the Extension is linked directly to a Phone Number.

Voicemail Inbox - Email address for voicemails to be sent to when the caller leaves a message.

Inbound Greeting - An announcement played to the caller before the call is sent to ring for the agent(s).

Voicemail Greeting - The recorded message played before a caller is able to leave a message.