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Cloud Contact Center
Internal Number
Last updated: 2025-01-17 15:53:51
Internal Number
Last updated: 2025-01-17 15:53:51

Note:
Cloud Contact Center allows you to bring your SIP phones to cloud, allowing agents to make internal calls using extension numbers. This can help reduce communication costs.
1. Internal Call: Admins can assign extension numbers to both agents and groups. With these extensions, SIP phones can make internal calls to web-based agents or contact a skill group directly.
2. Internal Transfer: During a call, internal transfers are supported. Agents can enter an extension number to transfer the call to a specific agent or skill group.

Ways to Add Internal Number

Method 1: Skill group extension number

1. Log in to the Cloud Contact Center management console.
2. Click Voice Agent > Group Management, and set group extension number. When an agent dials this extension number, system will route the call based on idle agent in the skill group.

3. Custom skill group number.


Method 2: SIP Phone extension number

1. You can enter extension numbers for SIP phones to allow internal calls between SIP phones and softphones using those extensions.


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