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.

  • When sensitive data protection is enabled for your desktop, you can view only the last four digits of the Dialed Number Identification Service (DNIS); the rest remains hidden.

  • 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

  • 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.

1

Sign in to Webex Contact Center Desktop.

2

Click .

You may be unable to make outdial calls for the following reasons:

  • You’re assigned a desktop profile and the outdial option is disabled.

  • Outdial flow isn’t configured properly.

  • Your contact center has reached the maximum limit for concurrent calls (both inbound and outbound), and hence you can't make more calls.

If you don't see or are unable to make outdial calls, contact your administrator to configure the outdial settings.

3

Choose how to get the number:

  1. 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.

  2. Dialpad—Enter the phone number using the dialpad. Your desktop profile must have the required permissions to dial a number using the dialpad.

  3. Organization—Choose the subject matter expert who uses a collaboration tool. You can search for a subject matter expert using the name.

    If you are using Microsoft Teams, only the subject matter experts who have a Business phone number assigned will appear in the search list.

    There could be a delay in fetching the presence and contact information of subject matter experts. Refresh or reload the search result to fetch the updated presence and contact information of the Microsoft Teams subject matter experts.

    To search for a subject matter expert by phone number, enter the complete phone number to retrieve the appropriate result.

    Agents who access Desktop inside Microsoft Teams can consult with or transfer calls to Microsoft Teams users only when SSO is enabled in the Microsoft Azure account.

    If you are using Webex App, only the subject matter experts who have a Work phone number assigned will appear in the search list.

    There could be a delay in fetching the presence and contact information of subject matter experts.

4

(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.

5

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.

  • A customer disconnects an incoming call. For example, the customer cancels an incoming call.

  • A customer doesn't answer an incoming call. For example, the call rings but the customer fails to answer the call.

6

Do one of the following:

  • Answer the call on your physical phone and wait for the customer to respond.
  • If you’re using Desktop as a calling capability, click Answer in the outbound call popover.
7

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.

8

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.

1

Sign in to Webex Contact Center Desktop.

2

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

3

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.

4

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.

5

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.

6

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.
7

Click End.

What to do next

The Wrap-Up Reasons dialog box appears.