CTI number settings (Numbers tab)

Configure a new CTI number from the Numbers tab on the WorkDial Setup page. Complete Gateway setup first, then work through each tab in order.

Step 1: Open the Numbers tab

Navigate to the WorkDial Setup page and click the Numbers tab icon. The page shows nine configuration tabs:

The WorkDial Setup page with the Numbers tab open, showing the configuration tabs.

  • Country Configuration
  • General Settings
  • Access Settings
  • Routing Settings
  • Business Hours Settings
  • Object Preference Settings
  • Activity Settings
  • Related Record Settings
  • WhatsApp Calling Settings

Step 2: Country Configuration

Click the Country Configuration tab to open a dropdown labeled Select Country.

The Country Configuration tab with the Select Country dropdown.

The Select Country dropdown expanded to show the list of country options.

  • ALL: choose this for calls to multiple countries. Ensure all phone numbers have the correct country code prefix.
  • Single Country: choose the specific country if calls are limited to that region.

Step 3: General Settings

Click the General Settings tab and configure:

The General Settings tab with the CTI number configuration fields.

  1. Call Center Name: enter a label or name for the CTI number.
  2. Enable Automatic Call Recording: enable this to record all calls automatically.
  3. Reply Message if No Answer from Agent: enter the text WorkDial reads to the caller using text-to-speech when the agent does not answer a customer call.
  4. CTI Language: choose the language for the text-to-speech no-answer message.

The CTI Language dropdown for selecting the text-to-speech language.

  1. CTI Voice Tone: select the text-to-speech voice used for the no-answer message.

The CTI Voice Tone dropdown for selecting the text-to-speech voice.

  1. Is Active: enable this checkbox to activate or deactivate the CTI number.
  2. Allow Agent to Set Personal Forwarding Number: enable this to let agents forward calls to their personal numbers when offline or unavailable.

Step 4: Access Settings

Click the Access Settings tab. This controls who can use the CTI number.

The Access Settings tab that controls who can use the CTI number.

  1. CTI Access Type:
    • User Type: assigns the number to a single agent.
    • Queue Type: allows multiple agents (a team or queue) to use it.

The CTI Access Type selection with User Type and Queue Type options.

  1. Search Box: use the search bar to find and assign users or queues.

The search box used to find and assign users or queues.

Step 5: Routing Settings

This tab is visible only when Access Type is Queue or Multi-user. It determines how incoming calls are routed among multiple agents.

The Routing Settings tab that determines how incoming calls are routed among agents.

  1. Last Answered Agent: routes the next call to the agent who last answered the number.
  2. Record Owner: routes the call to the agent who owns the customer record (if matched by phone number).
  3. Round Robin Assignment: calls rotate through agents in the queue in sequence.

The routing options: Last Answered Agent, Record Owner, and Round Robin Assignment.

Additional settings:

  • Ring All Agents at a Time: enable this to ring all agents in the queue simultaneously.
  • CTI Ringing Seconds: define how long the phone rings before moving to the next agent (in seconds).

The completed routing configuration with Ring All Agents and CTI Ringing Seconds.

Step 6: Business Hours Settings

Click the Business Hours Settings tab.

The Business Hours Settings tab for selecting a business hour schedule.

  1. Create business hours in Company Settings → Business Hours.

Company Settings with the Business Hours records where you create a schedule.

  1. These hours become searchable here.
  2. Select the desired business hour schedule.

Incoming calls are only received within the defined business hours.

Business Action Type:

The Business Action Type options for handling calls received after hours.

  • Route to Other Call Center Numbers: redirects calls to another CTI number if received after hours.

The Route to Other Call Center Numbers option for after-hours calls.

  • Reply with Message: sends an automated message (defined in the CTI Business Hours Message box) when calls come after hours.

The Reply with Message option with the CTI Business Hours Message box.

Step 7: Object Preference Settings

Click the Object Preference Settings tab.

The Object Preference Settings tab with four input fields for selecting objects.

  1. You will see four input fields for selecting objects.
  2. When a call comes in, the system searches for related records in the selected objects (based on the caller’s phone number).
  3. Use the search box to find and add objects (for example, Lead, Contact, Case).
  4. Add up to four objects in order of priority.

The object selection with objects such as Lead, Contact, and Case added in priority order.

Step 8: Activity Settings

Click the Activity Settings tab.

The Activity Settings tab for controlling task creation after a call ends.

  1. Automatically Create a Task After Call Ends: creates a task record with call details automatically.
  2. Do Not Create a Task After Call Ends: no task is created.
  3. Open Pop-Up Window After Call Ends: opens a window letting the agent create a task manually after the call.

The activity options for creating a task, skipping it, or opening a pop-up window.

Click the Related Record Settings tab. This displays records related to the customer’s record (for example, tasks, cases).

The Related Record Settings tab for records related to the customer's record.

The related records display showing records such as tasks and cases.

  • Automatically Create a New Record After Call Ends: enable this to automatically create a child record (for example, a Case) after the call ends.

Step 10: WhatsApp Calling Settings

Click the WhatsApp Calling Settings tab.

The WhatsApp Calling Settings tab for enabling WhatsApp calling and entering the template ID.

  1. Enable WhatsApp Calling to activate this feature.
  2. Enter the WhatsApp Call Request Template ID.

Note: The WhatsApp Call Request Template ID is mandatory for WhatsApp calling to work. Without this ID, a technical error occurs.