Authorized extensions are registered phone numbers that are used by both Agents, to sign in to the Contact Center, and for Supervisors to use during Live Monitoring. Phone numbers that can be used during Live Monitoring are dependant on whether authorized extensions have been registered or not.

No Authorized Extensions Registered

When no phone numbers are registered as authorized extensions you are presented with a note and a warning on the Authorized Extensions page indicating the following:

  • No authorized phone extension has been registered, agents can sign in using any phone number, and
  • Warning: Agents will be allowed to sign in only with phone numbers registered as authorized phone extensions.

Authorized Extensions

When no authorized phone extension has been registered, agents can sign into the Contact Center with any phone number they wish (e.g. desk phone, cell phone, etc.). This applies to Live Monitoring as well, if no authorized phone extension has been registered, users can use any phone number when live monitoring a call.

Registered Authorized Extensions

When one or more phone numbers are registered as authorized extensions you are presented with a list of all registered phone extensions along with the following message: “Warning: Agents will be allowed to sign in only with phone numbers registered as authorized extensions.”

Authorized Extensions

If you are registering phone numbers as authorized extensions, please ensure you are registering enough numbers for all users who use the Contact Center and/or who are live monitoring calls on a regular basis. If only one number is registered, only that number can be used.

Note: Each registered number can be used by ONLY one user at any given time. However, the same phone number can be used at the same time by a supervisor to sign into the Contact Center and to Live Monitor.

For more information, please refer to the following articles: