Notes:
If you are using Talkdesk Studio™, depending on how the components are configured, some of these settings may not be applicable.
In case your account is in Europe or Canada, for the time being, you will still be seeing the classic Numbers experience, under the Admin section and the Admin app in Workspace. We plan on enabling the new Numbers experience in Workspace in your region in a few months. Please use this part of the article if you need guidance.
Once you add a new phone number to your Talkdesk account, you will be redirected to that number's configuration panel.
You can edit and change your number's configurations at any time by following these steps:
1. Access the Admin [1] section and select the Numbers [2] tab. Next, click on the phone number that you wish to configure [3].
2. For each phone number, the following settings can be customized:
- "Friendly Name": A name that helps you better identify your phone number (e.g.: sales line, support line).
- "Queues": The group of agents that can use this number. Queues can represent skills, departments, languages, etc. It is via queues that Talkdesk routes the different types of calls to those agents with the proper skills to handle them.
- “Dedicated Line”: A direct line to your agents. Configuring a phone number as a dedicated line will route all the inbound calls to one of your selected agents.
Editing a Friendly Name
1. To edit the “Friendly name”, click on Edit [4] on the “Details” page of the phone number you want to configure.
2. Then, write the Friendly name [5] you want for your phone number, and click Save [6].
Editing Queues
1. To edit queues, you will need to click on the tab Classic settings [7] after clicking on the phone number you want to configure. The area to edit the Queues is not yet on Talkdesk Workspace, so you will need to access Talkdesk Classic.
2. Once within the number’s General tab, add the queue’s name to the field, press “Enter” on your keyboard, and click Save.
Editing Dedicated Lines
1. Click on Classic Settings [8] after clicking on the phone number you want to configure
2. Once within the Classic Settings, click on the checkbox next to “Assign to agent” [9].
3. Once the “Assign to agent” checkbox is checked, click on “Assign to agent” and select the agent for whom the Dedicated Phone Number should be assigned [10]. Then, click Save to save the changes.
4. Once a phone number has been assigned as a dedicated line, you will see a label with the name of the agent for which it is assigned as a dedicated line.
Note: More settings can be applied to the phone number in Talkdesk Studio.