Configure Agent for SCV Settings

Set Your Default Outbound Phone Skill

Agent for SCV allows you to set a default skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge for outbound calls. You can change this default skill at any time.

1. In Salesforce, open the Omni-Channel widget and log in to Agent for SCV.

2. Click Omni-Channel Settings in the top right of the widget.

3. Scroll down to the Additional Settings section. Select the skill you want from the Outbound Phone Skill drop-down.

4. Click Save.

Set Your Phone Number

If you use a physical phone instead of the Softphone, you can set your phone number in Agent for SCV.

1. In Salesforce, open the Omni-Channel widget and log in to Agent for SCV.

2. Click Omni-Channel Settings in the top right of the widget.

3. In the Your Phone Type section, select Desk Phone.

4. In the Phone Number field, enter your phone number, following this format: +Country Code (123) 456-7890.

5. Click Save.