Making an Outbound Call
You can make an outbound call to talk to your customer using the manual dial functionality (if enabled by your manager) through the agent desktop. You use the manual dialer to enter an international (if enabled by your manager) phone number or a standard North American phone number to call through a manual dial service.
U15 / U17
Making an Outbound Call Using the Manual Dial Functionality
- Log in to the agent desktop that is enabled with the Manual service.
- When you are signed in to a Manual service, a manual dialing keypad appears. For information about signing in to a service, see the Logging In as an Agent article.
- Place yourself in the Ready state by selecting the Ready option from the top left drop-down list.
- Enter a standard 10-digit phone number or a maximum of 13-digit phone number for international dialing starting with '+' . Select and hold the 0 (zero) button, the + symbol is entered, which signifies that this is an international call. Alternatively, you can enter the + symbol using your keyboard.
- Click the Dial button to manually launch the call, as shown in the screen below:
- Depending on the configuration by your manager, you might be prompted to enter an Account Number to dial and/or specify a valid Zip Code.
DeleteInfo
- The Account Number field does not support any special characters, except for @.
- The account number can be case-sensitive or case-insensitive depending on the configuration.
- If you specify an invalid account number, an error message appears.
- If you specify an account number that is not associated with a valid Zip/Postal code, you are prompted to specify a valid Zip/Postal code.
- If you are using the Knowledge Worker Agent Desktop, you are not required to enter an account number.
- Click OK to launch a call. A message indicating that the call was successfully launched is displayed.
- After the call ends, you must select the termination code from a list of termination codes before you wrap up the call.Delete
Warning
If you are using the Knowledge Worker agent desktop, you are not required to select a termination code when ending an interaction.
Info
Depending on the configuration done by your manager, the agent desktop allows you to make an outbound call using different types of services, such as Manual clicks (Preview), Quick Connects, Right Party Connect, and Unattended.
LV19 / Fall 23
Making an Outbound Call Using the Manual Dial Functionality
- Log in to the agent desktop that is enabled with the Manual service.
- When you are signed in to a Manual service, a manual dialing keypad appears. For information about signing in to a service, see the Logging In as an Agent article.
- Place yourself in the Ready state by selecting the Ready option from the Status top-left drop-down list.
- Enter a standard 10-digit phone number or a maximum of 13-digit phone number for international dialing starting with '+' . Select and hold the 0 (zero) button, the + symbol is entered, which signifies that this is an international call. Alternatively, you can enter the + symbol using your keyboard.
- Click the Dial button to manually launch the call, as shown in the screen below:
- Depending on the configuration by your manager, you might be prompted to enter an Account Number to dial and/or specify a valid Zip Code.
DeleteInfo
- The Account Number field does not support any special characters, except for @.
- The account number can be case-sensitive or case-insensitive depending on the configuration.
- If you specify an invalid account number, an error message appears.
- If you specify an account number that is not associated with a valid Zip/Postal code, you are prompted to specify a valid Zip/Postal code.
- If you are using the Knowledge Worker Agent Desktop, you are not required to enter an account number.
- Click OK to launch a call. A message indicating that the call was successfully launched is displayed.
- After the call ends, you must select the termination code from a list of termination codes before you wrap up the call.Delete
Warning
If you are using the Knowledge Worker agent desktop, you are not required to select a termination code when ending an interaction.
Info
Depending on the configuration done by your manager, the agent desktop allows you to make an outbound call using different types of services, such as Manual clicks (Preview), Quick Connects, Right Party Connect, and Unattended.