Adding Extensions to a User's Account

You can add either a PSTN or WebRTC extension to a user's account. Agents use this extension to take and make calls with the Agent Toolbar.

You'll need one of the following permissions to add an extension to a user account: MANAGE_ALL_USER_EXTENSIONS, MANAGE_USER_EXTENSIONS, or MANAGE_MY_EXTENSIONS.

To add an extension to a user's account:

  1. Go to User Management > Users.
  2. Click the user account to which you want to add an extension.
  3. In the user details panel, click the icon beside Extensions.
  4. Select either PSTN or WebRTC from the drop-down list.
  5. Configure the extension as described below:
    1. Enter number of the user's desktop or mobile phone in the Extension field.
    2. Do not enter anything in the Ext field. Adding an extension to a PSTN number will currently cause your calls to fail. This field will be removed in an upcoming release.
    3. Enter a human-readable Description of the PSTN number. This field is mandatory.

    1. Select ecg from the Provider list.

    2. Optionally, enter a Description of the ecg extension.

    1. Select Twilio from the Provider list.
    2. Select the Twilio region that's closest to the user's geographic area.

      This minimizes any latency calls that the user handles may experience.

      If you currently have Twilio Interconnect set up between your network and Twilio, ensure that you select the interconnect region that matches your configuration. Interconnect regions are labeled as "<Region> Interconnect". For example, Virginia Interconnect or Oregon Interconnect.

      • If you select the incorrect Twilio interconnect region, agents won't be able to go Ready or receive calls.
      • If you have don't have Twilio interconnect set up and you select an interconnect region, agents won't be able to connect to Twilio.

      For more information on connecting Twilio Interconnect with your CxEngage tenant, please contact your CxEngage account representative.

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  1. Click Save.

Note: The order in which extensions appear in the user's profile is the same as the order in which the Active Voice Pathway drop-down appears in Skylight and Skylight Desktop. It does not determine priority or default behavior.

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