What are Direct Dial Calls? #
A direct dial call is a call arriving in to Contact that is delivered directly to an agent’s number as opposed to a Service Number. Where configured to do so, Contact will deliver the inbound call directly to an agent as opposed to placing it on a queue.
Provisioning Agents for Direct Calls #
Horizon Contact users can be provisioned with direct numbers in the Horizon Portal. The number can be assigned to Users, who have a Contact subscription, as their DDI in the User page.
Any Contact user that does not have a DDI assigned is given a dummy DDI by Horizon. To identify what number an Agent has via Contact, consult the Agent Contact tab on the User page.
Handling Direct Dial Calls #
On Horizon Contact, Agents who have direct numbers provisioned can handle calls on their Contact instance, through WebRTC, softphone or handset. If a customer rings their direct number, the Agent will be presented with the call directly.
Agents who handle calls directly can make consult calls to other Agents as normal and can also conduct transfers for these calls.
They can be transferred to a variety of destinations, via both warm and blind transfers. Calls can be transferred to other Contact Agents in the company, as well as Horizon Agents. Calls cannot be transferred to a queue, however they can be transferred to the service number internal to the company. Calls can also be transferred to external destinations. These direct calls cannot be used for conference calling at this time.