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Queue-level Outbound Numbers or Emails

The queue-level outbound numbers and emails feature limits the outbound contact options agents see in the console. When enabled, agents only see the outbound phone numbers or email addresses that their assigned queue provides. The agent console shows no outbound options when a queue has no assigned number or email.

Steps to enable Queue-level Outbound Numbers or Emails:

  1. Navigate to Contact Center AI > Configurations > Settings > System Settings > Queue-level Outbound Numbers or Emails.
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  2. Turn on the toggle to enable the feature. Agents can see only the outbound phone numbers and email addresses configured for their respective queue.

Administrators can configure additional settings from Queues.