Reroute PSTN Calls to Live Experience

You can configure Oracle Live Experience to receive and send public switched telephone network (PSTN) calls.

Before you start

You need to have a PSTN account with the following PSTN vendor before you can configure Live Experience to send or receive phone calls. Visit https://tatacommunications.com.

Incoming calls get routed to Live Experience associates. Outgoing calls are made by associates using the Associate Desktop.

Here's what to do

1. From the Admin Console navigation menu, select Settings, then select the PSTN tab.
2. On the PSTN Vendor Configuration screen, select the PSTN provider with which you have an account.
3. Enter your company's assigned phone numbers and click Save.
   Enter your phone numbers using the E.164 format. For example, enter a North American phone number as +1nnnnnnnnnn, and enter a United Kingdom phone number as +44nnnnnnnnnn.
4. Add or remove phone numbers that can be answered by Live Experience as needed.
5. To remove all the configuration for a PSTN vendor on an application, click Remove Vendor Configuration at the bottom of the screen.
   This also disables the service and the PSTN tab returns to its preconfigured state.