---
title: "Manage Phone Scripts"
slug: "manage-phone-scripts"
updated: 2026-07-23T10:07:21Z
published: 2026-07-23T10:07:21Z
canonical: "help.8x8.com/manage-phone-scripts"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.8x8.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Manage Phone Scripts

Phone scripts are now grouped under the Phone tab in **8x8 Configuration Manager**. Other IVR scripts, such as chat and email scripts, also appear under their own tabs: Chat and Email. Moreover, two new default scripts are introduced that allow direct agent routing from a public telephone number and agent's extension number. These default scripts can be edited by administrators:

- **Agent DID script**: A default script for an agent's public number. This script directs external callers to agents who are assigned to the channels.
- **Agent Extension Script**: A default script for an agent PBX or extension number. This script supports [extension-to-extension dialing](/documentation/docs/84_SharedAgent.htm).

You can choose the above scripts as your tenant's default for an agent's DID and extension numbers.

**To select a default script for direct agent routing**

1. Go to **8x8 Configuration Manager**.
2. Go to **Scripts > Phone**.
3. Select the default radio buttons for the agent DID or extension script.
4. Click **Save**. The selected scripts become the tenant's default. The next time you create a new **8x8 Contact Center** agent in **Account Manager**, the default DID or extension script is automatically assigned to the agent. Alternatively, you can modify and save the agent's default script per your tenant's requirements. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/CM_scripts01.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A18%3A04Z&se=2026-11-03T23%3A18%3A04Z&sr=c&sp=r&sig=nmLpzM0CJ4AyWtz6%2FoZl7sFVLmVFdlClB9qLBj9wy4Q%3D)You can always view or change the assigned scripts for the new agent under the **Users** tab.

> [!NOTE]
> Note:
> 
> **ivr script default** is not an agent routing script, but a default script for [Service Channel](/documentation/docs/manage-phone-channels).

**To view or change an agent's phone script**

1. Go to **8x8 Configuration Manager**.
2. Go to **Users**.
3. Locate the user and click ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-Pencil_18x18.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A18%3A04Z&se=2026-11-03T23%3A18%3A04Z&sr=c&sp=r&sig=nmLpzM0CJ4AyWtz6%2FoZl7sFVLmVFdlClB9qLBj9wy4Q%3D) .
4. Open the **Phone** tab.
5. The tenant's default scripts appear under the **Public Number** and **PBX Number** boxes. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/CM_scripts00.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A18%3A04Z&se=2026-11-03T23%3A18%3A04Z&sr=c&sp=r&sig=nmLpzM0CJ4AyWtz6%2FoZl7sFVLmVFdlClB9qLBj9wy4Q%3D)If you have created another phone script, you can change the agent's assigned scripts here. Refer to **8x8 Configuration Manager** to learn how to create new phone scripts.
6. Click the default script name for an agent. A drop-down menu appears.
7. Choose another script from the menu.
8. Click **Save**. The new scripts are now in effect for the agent.