Skip to main content

​
Phone Management

Use Settings > Phone Management to manage phone-number entry points for voice conversations.

​
Prerequisites

You need administrator permissions for channel management.

​
Phone numbers

Phone Management shows tenant phone-number configuration. Each number can be assigned to a voice Concierge Agent and configured for handoff behavior. Actual carrier or telephony provisioning may be managed outside CXP depending on the deployment. CXP Phone Management settings with outbound voice controls

​
Enable outbound calling

Outbound calling is off unless Outbound voice is enabled for the tenant. Use this tenant-level switch as the master control for new outbound calls. Turning it off prevents new calls; it does not disconnect a call that was already admitted. The Outbound Calling numbers list can contain:
  • A phone number already provisioned for your tenant.
  • An external caller ID already authorized by the configured outbound carrier.
For either source, you can optionally set an internal calling name that helps agents choose the correct line. Changes save individually. Calling name may be blank. An unnamed line appears to agents as its phone number only. A saved calling name is for agent selection inside CXP; it does not configure carrier caller-name display.

​
Enable a provisioned number

Use Provisioned number and select from the existing tenant numbers. CXP uses that number’s current Voice AI Assistant to control transcription and recording policy; the outbound setting does not copy or replace the inbound phone setup.

​
Add an external caller ID

Use External caller ID for a number that is not provisioned as a CXP inbound number. CXP intentionally does not show the selected carrier. Before enabling the number, obtain confirmation from the Crescendo/telephony operator that the configured outbound carrier authorizes it. Enter the number in strict E.164 format, such as +14155550123, and select the required Voice AI Assistant. The calling name remains optional.
CXP does not verify caller-ID authorization with the carrier when you save it. An unauthorized or no-longer-permitted number can be rejected when the provider attempts the call. Obtain current operator confirmation before enabling it.
Before enabling any number, confirm with your telephony administrator that it is permitted for outbound calling and that callback routing is correct. CXP rechecks the selected number, policy, and voice-provider configuration when the agent selects Place call. If you enable more than one number, the agent must choose a calling number before placing the call. With one enabled number, CXP selects it automatically. With no enabled numbers, outbound calling is unavailable.
In the uncommon case where the provider accepts a call after CXP loses the result, the attempt appears as Call status unknown. A later agent-initiated attempt can duplicate that delayed call. CXP does not automatically redial.

​
Assign a Voice Concierge Agent

Choose an assistant designed for voice. Confirm:
  • Voice instructions are appropriate.
  • Handoff behavior is configured.
  • Category and routing behavior match the support workflow.
  • Any responder or voice-specific settings are reviewed before production use.
Saving an assigned Concierge Agent updates CXP settings without overwriting the number’s legacy-platform configuration. You can prepare the CXP assignment before your telephony provider redirects calls. Saving does not change carrier routing. Phone Management shows the CXP assistant and its behavior settings when assigned. Otherwise, it shows the existing legacy configuration used as fallback. It does not combine individual behavior settings from both configurations. Legacy-only call integrations continue using their existing settings.

​
Remove the voice assignment

Choose None and save to clear the voice assistant assignment in both CXP and any existing legacy configuration for that number. This also unassigns the legacy voice assistant; SMS and other legacy phone settings are preserved. None is not a permanent disable switch. If an administrator later assigns a legacy voice assistant, CXP can use it through fallback again.

​
Handoff behavior

Voice handoff controls how a call moves from AI handling to human handling. The Concierge Agent can gather context, decide that human help is needed, and route the conversation to a team or agent. Agents join active voice sessions from the conversation Softphone when authorized.

​
Test after changes

After changing phone settings:
  1. Place an inbound test call to the configured number.
  2. Confirm the expected Concierge Agent answers and the conversation appears.
  3. Trigger handoff and confirm the right team or agent can join.
  4. Open an assigned Open conversation and prepare Public reply > Phone call.
  5. If several caller IDs are enabled, confirm the intended calling name and number in the Calling number selector before Place call. With one enabled number, CXP selects it without showing a selector.
  6. Place a bounded outbound test call and confirm direction, transcript, Disconnect, and recording behavior required by your policy.