Make an outdial call

Things to consider when placing an outdial call

You can't use an extension number to make an outdial call.
You can't use an entry point number as the dial number to make an outdial call.
You can't dial more than 18 digits in an outdial call from Agent Desktop.
You can enter the phone number using the formats that are listed in the following table:

Table 1. Phone number formats
Format	Example
U.S. format: [+] [Country Code][Area Code][Seven Digit Phone Number]	=2015532447
E.164 number format: [+] [Country Code][Number]	+11234567890
IDD: [International Direct Dialing Format: IDD][Country Code][Number]	01161123456789

Desktop supports the following special characters in the dialpad: + (plus), # (hash), * (asterisk), and : (colon). Copying a number with special characters in the dialpad removes unsupported special characters before allowing you to place an outdial call.

Place an outdial call

Before you begin

You can make an outdial call when you're in an Available or Idle state.
You can't make outdial calls when you have an active inbound voice call.

Click .

If the contact center has reached the maximum limit for concurrent calls (inbound and outbound) that is set for the data center or tenant, you can't make more calls. The corresponding reason codes display.

Choose how to get the number:

Address Book—Choose the contact from the drop-down list or use the search field to filter the list. The contacts are from your enterprise address book.
Dialpad—Enter the phone number using the dialpad. Your agent profile must have the required permissions to dial a number using the dialpad.

(Optional) Choose an outdial ANI from the Select Outdial ANI drop-down list. This number appears to the customer as your caller ID.

To remove the selected outdial ANI, choose the Select Outdial ANI label from the drop-down list. If you don't select an outdial ANI, the default outdial ANI of your organization is used as your caller number. The default outdial ANI is configured by your administrator.

Click Call.

You receive a call on your physical phone. If an outdial call fails, an error message displays for the following scenarios:

The outdial call that you dialed doesn't connect to the customer. For example, due to call connectivity issues.
You reject an outdial call. For example, when you're busy with another interaction.
Customer disconnects an incoming call. For example, the customer cancels an incoming call.
Customer doesn't answer an incoming call. For example, the call rings but the customer fails to answer the call.

Do one of the following:

Answer the call on your physical phone and wait for the customer to respond.
If you are using Desktop as a calling capability, click Answer in the outbound call popover.

You can perform the following tasks in the interaction control pane while you're handling a call:

Hold and resume the active call.
Record and pause the voice call recording.
Transfer a call to a queue, agent, or dial number.

If your administrator enabled transfer to queue for an outdial call, you have a Queue option in the Transfer Request dialog box. Otherwise, only agent and dial number options are available.

Click End.

What to do next

The Wrap-Up Reasons dialog box appears.

Make an outdial call from agent interaction history

Before you begin

You must apply a wrap-up reason for a voice call. The agent interaction history pane displays your previous voice call communications with a customer in the All and Calls tabs.

In the agent interaction history pane, select the All tab or the Calls tab.

Hover over the phone number of the contact that you want to call and select Click to Call.

You can’t make a new call from the agent interaction history pane while you're on an active call.

To edit, click and edit the phone number displayed on the dialpad, and then click Call.

The call request is sent to the phone number you specified. The popover displays the outdial call label, the outdial icon, the phone number of the contact center, DNIS (Dialed Number Identification Service), the queue that routed the call to you, and a timer showing the time that is elapsed since you received the call. If your administrator enables the end call feature, the Cancel button appears in the contact card request.

You receive a call on your physical phone.

If an outdial call fails, an error message displays for the following scenarios:

You reject an outdial call. For example, when you're busy with another interaction.
Customer disconnects an incoming call. For example, the customer cancels an incoming call.
Customer doesn't answer an incoming call. For example, the call rings, but the customer fails to answer the call.

Do one of the following:

Answer the call on your physical phone and wait for the customer to respond.
If you are using Desktop as a calling capability, click Answer in the outbound call popover.

Click End.

What to do next

The Wrap-Up Reasons dialog box appears.