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While Sites establish the default policies for an entire group of users, User Telephony Settings is where those policies meet the end user. It is the single place where an Admin assigns a user to a Site, configures their extension, sets their outbound caller ID, and decides whether they inherit the Site's calling restrictions or need specific overrides. For most users, the defaults flow through automatically and require minimal configuration. For exceptions, User Telephony Settings is where those adjustments are made without touching the broader Site policy.

The objective of this guide is to detail the configuration and management of telephony settings at the individual user level. The Telephony tab within each user's profile is the single source of truth for all calling privileges, routing, and device assignment.

By default, users provisioned in Talkdesk Workspace are not assigned to a Site. Telephony capabilities such as call restrictions, dial plan access, and extension dialing apply only to users who are assigned to a Site and have the corresponding telephony settings configured.

Table of Contents

• Configuring Telephony Properties for a User
• Outbound Caller ID
• Call Restrictions
• Call Patterns
• Extensions
• Additional Outbound Caller ID Options
• Dialpad Free Dialing

Configuring Telephony Properties for a User

To configure telephony settings for a user, follow these steps:

1. Navigate to Admin [1] > Users [2].
2. Select the specific user you wish to configure [3].

3. Click the Telephony [4] tab and click the Edit [5] button.

5. Configure the following mandatory fields:
   • Site: Select the Site to which the user belongs.
   • Outbound caller ID: Choose to inherit the Site value or define a custom number.
   • Extension: Enter a unique extension for the user.
   • Call restrictions: Choose to inherit Site-level restrictions or set custom values.
6. Click Save [6].

Outbound Caller ID

The default outbound caller ID can be configured at both the Site and user level. A user-level configuration overrides the Site-level default.

Admins can define the user's outbound caller ID using the following options:

• Site Default (Recommended): The user inherits the Default Outbound Caller ID configured for their assigned Site.

• Custom Caller ID: A specific number from the account pool is selected, providing granular control over outbound presentation.

Agent Experience in Conversations

When an agent opens the dialpad in Conversations, the outbound caller ID is automatically pre-selected based on the user-level configuration:

• Site Default: The Site-level outbound caller ID is used.
• Custom Caller ID: The configured custom number is used.

The outbound caller ID dropdown in Conversations always shows the user's default as the first option. Whenever an agent manually selects a different outbound caller ID from the dropdown, that selection persists across subsequent calls during the current browser session. The selection is reset to the configured default when the agent refreshes the page or logs out and back in.

Call Restrictions

The user profile displays the call restrictions inherited from the assigned Site. Admins can modify these by selecting one of the following options:

• Use Default: The user maintains the restrictions set by their associated Site.

• Use with Custom Values: Allows the Admin to selectively enable or disable specific restrictions (e.g., International Calling) for this individual user, regardless of the Site-wide policy.

Call Patterns

By default, a user inherits all Number Manipulation Patterns and Custom Patterns from their associated Site. Admins can selectively disable inherited patterns or grant the user access to additional patterns not associated with the Site.

Note: Patterns inherited from a Site are explicitly labeled as "From site".

Example: A user has inherited the following patterns from their Site:

• \*88
• #244

The Admin has disabled #244 for this user. Additionally, the user has been granted access to pattern 91\#, which is not associated with the Site.

For full details on pattern types and configuration, see Call Patterns here.

Extensions

Every user assigned to a Site is configured with a unique extension for peer-to-peer communication.

• Intra-Site Dialing: Users within the same Site (e.g., "London HQ") dial each other using their short extension numbers directly.
• Inter-Site Dialing: Users reach colleagues in other global Sites by dialing the target Site Prefix followed by the user extension.

Extension Auto-Assign

Admins can define an extension auto-assignment range for each Site by specifying a start and end number. When configuring a user's telephony settings, selecting the automatic extension assignment option allocates a unique, non-overlapping extension from the available pool, eliminating manual tracking and reducing the risk of conflicts.

Additional Outbound Caller ID Options

For users assigned to at least one queue, administrators can also control two additional telephony options:

1. Automated Outbound Caller ID: When enabled, the automated option becomes available in the outbound caller ID dropdown in Conversations.
2. Calling on Behalf of Queues: When enabled, queue-related numbers become available in the outbound caller ID dropdown in Conversations.

Notes:

• These settings only apply to users assigned to queues. If a user is not assigned to any queue, these settings have no effect.
• By default, the Automated Outbound Caller ID option is disabled. 

Outbound caller ID dropdown behavior in Conversations:

Dialpad Free Dialing

Conversations supports an outbound dialing experience with No prefix as the default option. This allows agents to make calls without having to manually determine whether a given number is an extension or which country they are dialing.

When No prefix is selected:

• Calls are not automatically prefixed with a country code.
• Agents can still manually choose a country code before placing a call.
• If a valid E.164 number is entered or pasted, Voice Platform automatically detects the country code and updates the selector.
• If the number is not in valid E.164 format, “No prefix” remains selected.

The same No prefix behavior is available in the Transfers panel for consultations, blind transfers, and conference calls.

Setting a Preferred Country Code Prefix

Agents can define their own default outbound prefix in Conversations Settings:

1. Open Conversations Settings.
2. Go to Country code prefix.

3. Choose one of the available options:

•    Use the user's site dial plan default [1]
•    Use custom country code prefix [2]

4. Save changes.

Note: The selected country is preserved together with the prefix. The system uses the intended country selection accurately rather than relying solely on the prefix to infer the country.

If a Call Cannot Be Placed

Conversations prevents outbound calls to invalid or blocked numbers:

• Invalid number: If the number is not recognized by the routing platform, the call is not placed, and the agent sees an error message about an invalid number.
• Blocked number: If the number is blocked, the call is not placed, and the agent sees the message “You are not allowed to make this call, please contact your administrator for further assistance.”