The Agent Number is an important setting for placing calls and receiving calls through Playbooks. Therefore, understanding how and when the Agent Number would be updated is critical for frontline managers and administrators.
The Agent Number may also be referred to as the Station Number, DID (Direct Inward Dialing – NA Terminology), or DDI (Direct Dial Inward – EU terminology). The term DID and DDI is more common in the telephony industry, and may be used by internal telephony teams to describe the desk phone number assigned to reps.
