Outbound calls can be placed from the Outbound panel on your Agent Portal.
Make an outbound call #
If you want calls to appear to originate from a different calling queue (because, for example, you are assigned to several queues with different contact numbers), you need to select that specific queue from the dropdown list.
- In the Outbound panel, click Call (
) and the call dialog is displayed
- Depending on your role you may see Call, Email and SMS buttons
- For From, select the queue that the outbound call should appear to originate from
- This determines the number for the outbound call that is presented to the called party.
- The default value is the queue that was last selected.
- Do one of the following:
- Enter the number to call on the dialpad and then click Call
- Enter the full number in the Search box and then click Call
- Enter at least three characters in the Search box to display a directory
- For the appropriate agent or contact, click the Call icon (
) - Click Call
- When connected, you will see the call control buttons.
| Note: When you make an outbound call, you are marked as “busy” and so are unable to handle incoming calls or other items. |