Engage Voice
Configuring digital queue number assignment
If you’d like your digital queue to accept text messages, you’ll need to assign a phone number your customers can use to reach that digital queue. You can assign multiple phone numbers to one digital queue.
Please also note that in order to assign a DNIS to your digital queue, you must first import that number via the Phone Numbers tray setting under Channels. Additionally, you must also Visit Importing phone numbers to learn more about the number import process.
Assigning a number to a digital queue
Once you’ve imported a number via the Phone Numbers menu, you can assign that number to a digital queue via the Number Assignment tab in the digital queue configuration panel. Follow the steps below to assign a number to a digital queue:
1. Navigate to Routing > Digital queues & skills via the left-hand navigation bar
2. Select the queue to which you’d like to assign a phone number
3. Select the Number Assignment tab in the configuration panel
4. Check the box to the left of the phone number you’d like assign to that digital queue
5. Click Save at bottom right to save your changes
Viewing your number assignment
Once you’ve assigned a DNIS to your digital queue, you’ll be able to view that number by clicking the Show Assigned DNIS button beside the search bar. All numbers assigned to that digital queue will appear in a table format beneath the search bar, where you’ll see the following information displayed in columns for each number:
- DNIS: The number your customers use to access the digital queue
- Orig. DNIS: The original external number that is routed to the internal phone number (if any)
- Description: The description that was given to the phone number (if any)
- Start: The date the number assignment begins
- End: The date the number assignment ends
- Front End App: A preexisting custom application (this is a legacy feature. Your CSM will let you know if this applies to your account)
- Notes: Additional information provided about the number assignment
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