Outdial Automatic Number Identification (ANI)

The Outdial Automatic Number Identification (ANI) feature allows an agent to select a phone number as the caller ID for an outdial call.

To make an outdial ANI list available to an agent, add the outdial ANI list to a desktop profile, and assign the profile to the agent.

Create an outdial ANI

To create an Outial ANI:
1

Sign in to Control Hub.

2

Select Services Contact Center.

3

From the Contact Center navigation pane, select Desktop Experience Oudial ANI.

4

Click Create Outdial ANI.

5

Enter the following details in General settings:

Field

Description

Name

Enter a name for the outdial ANI.

Description

Enter a description for the outdial ANI.

The Name and Description fields allow alphanumeric characters, space, hyphen (-), and underscore ( _ ).

6

Go to icon in the Entry List section to add a new outdial ANI entry.

7

Enter the following details in the Add Outdial ANI dialog:

Field

Description

Name

Enter a name for the outdial ANI entry.

The field allows alphanumeric characters, space, hyphen (-), and underscore ( _ ).

Number

Choose a dial number from the drop-down list. The drop-down list displays only the dial numbers that are mapped to entry points. For more information, see Entry Point Mappings in Setup and Administration guide.

8

Click checkmark under Actions to add a Number to the list.

9

Click Add More to add the numbers to the Entry list.

  1. You can edit or delete the added entry by clicking the edit and delete icons under the Actions.

10

Click Create to create an outdial ANI.

Edit an outdial ANI

To edit an Oudial ANI
1

Sign in to Control Hub.

2

Select Services > Contact Center.

3

From the Contact Center navigation pane, select Desktop Experience > Oudial ANI to view the list of Outdial ANIs.

4

Click the Outdial ANI that you want to edit.

Outdial ANI details open in editable mode.
5

Edit the details of outdial ANI.

6

Click Save to save the edits else click Cancel to discard the changes.

Delete an outdial ANI

To delte an outdial ANI:

Before you begin

You can't delete an outdial ANI if it is associated with any entity, for example, a desktop profile.

1

Sign in to Control Hub.

2

Select Services > Contact Center.

3

From the Contact Center navigation pane, select Desktop Experience > Outdial ANI.

4

Click the outdial ANI that you want to delete.

5

Click the delete icon on top right of the page.

6

Click Delete in the confirmation pop-up message to delete the outdial ANI.