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You can place outdial calls to a customer using Webex Contact Center Desktop.
Things to consider when placing an outdial call
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You can't use an extension number to make an outdial call.
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You can't use an entry point number as the dial number to make an outdial call.
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You can't dial more than 18 digits in an outdial call from Agent Desktop.
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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. -
You can't call the '184/186(FAC)+number' and 'outdial digit + 184/186 + number' combinations from Desktop.
Here, 184 and 186 are feature access codes (FAC) of 'Calling Line ID Delivery Blocking per Call' and 'Calling Line ID Delivery per Call' functions in Japan.
Place an outdial call
Before you begin
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You can make an outdial call when you're in an Available or Idle state.
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You can't make outdial calls when you have an active inbound voice call.
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Sign in to Webex Contact Center Desktop. | ||
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Click
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Choose how to get the number: | ||
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(Optional) Choose an outdial ANI from the Select Outdial ANI drop-down list. This number appears to the customer as your caller ID.
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Click Call. You receive a call on your physical phone. If an outdial call fails, an error message displays for the following scenarios:
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Do one of the following:
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You can perform the following tasks in the interaction control pane while you're handling a call:
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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.
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Sign in to Webex Contact Center Desktop. | ||
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In the agent interaction history pane, select the All tab or the Calls tab. | ||
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Hover over the phone number of the contact that you want to call and select Click to Call.
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To edit, click 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. | ||
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You receive a call on your physical phone.
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Do one of the following:
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Click End. |