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If your agents are connecting to CallPotential using a VoIP phone, you'll need set-up their VoIP extension in order for the agent to connect properly when logging in.
Note
Italicized terms represent clickable icons on the specific screen being discussed.
Terms in blue are links to additional information about the described functionality.
You must be signed into the Web Client as an Administrator to access the Settings icon and set up VoIP extensions.
Access
(A) Settings icon - Click to access all available administrative settings
(B) VoIP Extensions - Click to access existing VoIP Extensions and editing options.
(C) New VoIP Extension - Click to create a new VoIP extension.
New VoIP Extension
(D) Name (required) - Enter a unique identifier for the extension.
(E) SIP Address (required) - Enter the endpoint that Agent calls will ring.
In most cases the above will be the only information necessary to associate a number with a VoIP extension when using CallPotential's VoIP or a cell phone setup. If you are using your own VoIP services that has unique credentials, you may need to complete steps (F) - (I).
(F) Username (optional) - If a username is required to sign into the VoIP service, it would be entered here.
(G) Password (optional) - If a username is entered in (F) and it requires a password, it would be entered here.
(H) Enable Webhook (optional) - Click to enable the alias field. This is necessary if the phone being used has a specific extension associated with it.
(I) Alias (optional) - Enter the webhook associated with the extension. Note: This may just be the extension number.
(J) Save - Click to save the new VoIP extension. Note: Save will become enabled when all the required information has been entered.
(K) Cancel - Clicking will exit you from the New VoIP Extension window and discard any changes made.
