Company administrators can define whether or not agents who are assigned to a particular call queue can make outbound calls or transfer calls.
| Note: In order to create a call queue you need to set the mandatory presentation number. |
Configure agent outbound dialling #
- In the menu bar click Call Handling > Queues to see a list of available queues
- Select (or add) the relevant call queue
- Click the Outbound/Transfer tab
- To allow agents who belong to this agent group to make outbound calls, tick the Allow outbound calls to be made from the group checkbox.
- (Mandatory) For Presentation Number, specify the number that is presented (up to 100 digits) to callers on outbound calls
- Select the Call Flow that will be used to handle outbound dialling for this agent group
- Click Save Changes
Definitions: #
- Allow outbound calls to be made from the group: Whether or not agents who belong to this agent group can make outbound calls.
- Presentation Number: The number that outbound calls appear to originate from I.e. the number that is presented to callers on outbound calls.
- Call Flow: The call flow that is used to handle outbound dialling for this agent group.