Adding an Agent's Phone Number

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You can configure an agent’s phone number in the Options table or in the configuration file. (Each instance of the Agent Desktop has one configuration file.) Both procedures are described next.

To use the Options table to configure an agent’s phone number

  1. Use SQL Management Studio to connect to the SQL server, CCFSQL.
  2. In the CCFInfrastructure database, open the Options table.
  3. In the Options table, add an entry that maps the agent’s computer to a phone number. For example, if a computer with the machine name DemoAgent1 is used by DemoAgent1, update the Options table to have an entry with the name “PhoneAt_DemoAgent1” and the value as the agent’s phone number: for example, ann marie walsh (2351212).

To use the configuration file to configure an agent’s phone number

  1. Open the AgentDesktop.exe.config file on the agent’s computer. You can find the config file at the following location: <installdrive>\Program Files\Microsoft CCF 2009\Agent Desktop.

  2. In the <appSettings> </appSettings> section, add a key that specifies the agent’s phone number. The following example shows how the key should appear in the XML.

  3. <add key="agentNumber" value="ann marie walsh (2351212)"/>

  4. Note

    It is possible to add the agent phone number by using both methods. However, if that occurs, the number in the configuration file will override the number in the Options table.
    The agent’s phone number should be the one that the actual telephony hardware component sees in real time. For example, in the Softphone application, phone numbers are entered as a name followed by a number such as: Jane (3331)”.