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.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.
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:- Place a test call to the configured number.
- Confirm the expected Concierge Agent answers.
- Confirm the conversation appears in CXP.
- Trigger handoff.
- Confirm the right team or agent can receive and join the routed work.