Admins have the option to allow or restrict agents from editing phone numbers.
This feature helps secure the integrity of a lead's phone number.

From the Dashboard, click on Account and select Users from the drop-down.


 

In the Show Users Section, click on the Email Address of the User.

In the User settings page, click on Agent Interface Options tab.


 

Click on Select Agent ACL and select your desired existing settings. You may also click on Create Profile if you want to create a new custom profile.

When using an existing Agent ACL, you may press the Edit Profile button to edit the User Agent Interface Options.

Scroll Down and look for Allow Altering Phone Numbers.

Yes = Agents are allowed to Edit the Phone Numbers

No = Agents are restricted from editing Phone Numbers

Note: If the agent receives an inbound call and the phone number of the lead is invalid, the agent won't be able to set the disposition of the lead.


If this happens, the system will allow the agent to edit the phone number so he can proceed to disposition the lead.

Go back to Select Agent ACL and click the Save button to save the updated settings of the User Agent Interface Options.

Scroll down to the bottom and click on Apply Changes.