Configuring short codes

1 Overview
- 1.1 Short codes must be unique
- 1.2 Short codes transfer calls out of Vonage Contact Center
2 Configuration
- 2.1 Adding a new short code
- 2.2 Modifying an existing short code
- 2.3 Deleting a short code

Overview

A short code is a number that maps to a destination. An agent can dial the short code to make a call or to transfer an existing call to the destination using ContactPad. This feature is useful if agents frequently call or transfer callers to a particular number or address.

Short codes must be unique

Numbers assigned to applet transfer strings and to short codes must be unique. For example, you cannot have an applet transfer string of 1234 and a short code of 1234. For information about applet transfer strings, see Configuring applet transfer strings.

Short codes transfer calls out of Vonage Contact Center

Short codes are intended to transfer calls outside of Vonage Contact Center and not to another interaction plan within your account. To transfer a call to another interaction plan, agents should select the required interaction plan - not a short code - in ContactPad.

For information about making and transferring calls, see Making and receiving calls in ContactPad and Working with an inbound call.

Configuration

Adding a new short code

To add a short code, perform the following steps:

Log in to the VCC Admin Portal.
Navigate to Account Settings > Configuration. For information on accessing Configuration, see Editing Configuration (Account Settings).
Click the Short Codes tab.
In Short Code Mappings, click Add New. A new line appears.
In the newly added fields, provide the following information:

Field	Description	Example

Field	Description	Example
Name	The name used to identify the short code. Name can contain alphanumeric characters and the following special characters: underscore (_) braces ('(' and ')') slash (/) apostrophe (') ampersand (&) period (.) plus sign (+) colon (:) semicolon (;) comma (,) hyphen (-) space ( ) Short code names must be unique in your VCC account.	ACME Phones
Show in agent interfaces	This setting determines whether the short code's name appears when an agent is on an interaction. Click the check box to make the short code visible within the interface an agent is using.
Short Code	The number that an agent can dial to make a call to, or use to transfer an existing call to, the number defined in the Destination field. Maximum length The maximum length of a short code is defined in the Transfer string limit length field in the Transfer String Limit section in Configuration > Home. For information about Configuration, see Editing Configuration (Account Settings). The default maximum length is four digits and the absolute maximum is 10. Minimum length There is no minimum length of short codes. However, if you have integrated your account with Microsoft Teams and ContactPad is configured to display Teams users in the address book, agents cannot dial a short code with fewer than three digits.	12345
Destination	The number that the short code routes the call to. Destination should not be the number of an interaction plan within your account. Short codes are intended to be used for transferring calls outside of Vonage Contact Center. Allowable destinations depend on your account settings: If non-geographic numbers are enabled for your account, you can provide any telephone number or email address. It is your responsibility to ensure that the value or values you provide are valid. If non-geographic numbers are not enabled for your account, you must provide a valid telephone number. The telephone number must begin with '01', '02', '03', '0870', and contain no spaces.	01832 573829 +441832573829

Click Update. The short code appears in the Short Code Mappings area.

Modifying an existing short code

To modify an existing short code, perform the following steps:

Log in to the VCC Admin Portal.
Navigate to Account Settings > Configuration. For information on accessing Configuration, see Editing Configuration (Account Settings).
Click the Short Codes tab.
Make changes to the required short code or short codes as required. Click Update. Your changes are saved.

Deleting a short code

To delete a short code, select the check box alongside the short code you want to delete. Click Update. The short code is removed from the list of existing short codes.

To delete all short codes, select the Select All check box and click Update. The short codes are all removed from the list of existing short codes.