Engage Voice
Configuring an agent for manual outbound dialing
Agents can only perform manual outbound dialing when you have granted them the permission to do so via the agent’s Security settings. If you enable this permission for agents who belong to more than one queue, the agents will be permitted to select from a list of available queues when dialing a manual outbound call.
Agents will see a list of every queue the agent has access to, not only the queues where manual outbound dialing is configured. Admins will need to ensure that agents get trained to select the proper inbound queue for making a manual outbound call. Once an agent selects a queue, the call will be processed using that inbound queue’s settings.
Alternatively, you can choose to assign your agents a default inbound queue they can use to manually dial outbound calls instead of enabling your agents to select a queue themselves. If you do not give the agent the permission to make a queue selection, then a default inbound queue is used for all calls.
You can also control the manner in which a Caller ID is used to identify a manual outbound call. You can choose to either set a default Caller ID by setting the Manual Outbound Caller ID in the General settings for your inbound queue, or you can specify a Manual Outbound Default Caller ID in the agent Phone Settings.
Setting up an agent for manual outbound dialing
To configure an agent for manual outbound dialing, take the following steps:
1. Navigate to Users > Agents via the left-hand navigation bar
2. Select the agent you’d like to configure for manual outbound dialing
3. Navigate to the Security option in your agent’s configuration panel
4. In the Call Controls section, check Allow Manual Calls to grant the agent the permission to initiate manual outbound calls
5. In the Call Controls section, check Allow Manual Outbound Queue Selection if you want the agent to be able to select an inbound queue to link to their manual outbound calls
6. Now, navigate to the General option in your agent’s configuration panel
7. Under the Login Settings section, select an inbound queue for the Manual Outbound Default Queue Assignment setting
8. Under the Phone Settings section, specify a Manual Outbound Default Caller ID only if you elected not to set a manual outbound Caller ID in the inbound queue
9. Click the Save button at bottom right to save your changes
10. Repeat the steps above as needed to assign manual outbound dialing permissions to additional agents
Placing a manual outbound call
Please note that your agents can perform manual outbound dialing simply by inputting a phone number into the dialpad via the agent interface.
If agents wish to select a Caller ID or attach their manual call to an inbound queue, they can do so by selecting the Manual dial settings button beneath their dialpad to reveal a set of configuration options.
There, they can select an inbound queue they’d like to associate to their manual outbound call from within the Queues dropdown list. They can also select the Caller ID they’d like to display to the customer via the Caller ID dropdown menu. To see this from the agent perspective, please visit Making a manual outbound call article.
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