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Omnichannel Addresses

An omnichannel address is an address the business owns, such as a phone number. Each address is listed once, with a checkbox for each thing it is used for: Voice calls, Text messages (SMS), or both. Addresses are what agents dial out from, what automatic SMS loads and the Messaging workspace send from, what automated inbound subjects answer on, and where incoming calls and texts are matched.

MenuInteraction Center > Management > Omnichannel Addresses
PermissionManage omnichannel addresses
FeatureOmnichannel Management. Voice calls comes with Contact Center Voice, which the voice features turn on; Text messages (SMS) comes with SMS Messaging Channel.

Add an address​

  1. Open Interaction Center > Management > Omnichannel Addresses and click Add Address.
  2. Pick the kind of address, such as Phone number.
  3. Enter a Name people will recognize and the Phone number in international format, such as +17025550100.
  4. Under Used for, tick Voice calls, Text messages (SMS), or both. The settings for each appear while it is ticked:
    • Text messages: the SMS Provider that owns the number, and the Agents who text from this number. New conversations these agents start in the messaging workspace are sent from it. Each agent texts from one number. Which entry point answers its texts is set on the entry point.
    • Voice calls: the Agents who dial from this number. Each agent dials from one number. Which entry point answers its calls is set on the entry point.

Agents on no number's list use the default numbers chosen under Settings > Contact Center > Default numbers. 5. Click Save.

To add a number set up like an existing one, open the existing address's Actions menu and choose Clone. The form opens with its kind, what it is used for, its description and its SMS provider. Enter the new number and a name, pick its agents, and click Save. The number and the agents who dial or text from it are not copied, because each agent dials and texts from one number.

A number is listed once. To use a number for calls and texts, tick both on the same address rather than adding it twice. The kind of address cannot be changed after it is created, and addresses cannot be deleted.

The address list shows each address's kind, what it is used for, its number and its SMS provider as badges under its name.

Numbers that were listed once per channel before addresses had capabilities were merged into one address when the site was upgraded, with the settings of both.

Inbound routing for calls​

Calls to a number are routed by the inbound entry point that picks it under Numbers. The entry point decides the queue or agent, the opening hours, the phone menu and voicemail.

Inbound routing for texts​

Texts to a number are routed by the text entry point that picks it under Numbers. The entry point decides the queue or agent, how a queue hands the conversations out, the opening hours and the auto-replies. See Messaging workspace.