Making outbound calls in Contact Center

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<p id="docs-hc-snippet" style="display: none;">You can make outbound calls in Contact Center regardless of yourstatus, be it online, offline, away, transfers only, or any custom status.</p>
<div id="docs-ai-summary">
<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">You can place outbound calls from the call console, an open ticket, or a user profile, even when your status is offline, away, transfers only, or custom. Your voice settings control whether the call uses the browser or your phone, and your routing profile sets the outbound line. Calls from the console or user profile create a new ticket, while calls from a ticket add details to that ticket unless you choose to start a new one.</p>
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<div class="body">
<p class="p">You can make outbound calls in Contact Center regardless of your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4410545721114" target="_blank">status</a>, be it online, offline, away, transfers only, or any
custom status.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="topic_w4l_ct2_pjc__ul_blr_dt2_pjc">
<li class="li"><a class="xref" href="#considerations">Considerations for making outbound calls</a></li>
<li class="li"><a class="xref" href="#console">Making an outbound call from the call console</a></li>
<li class="li"><a class="xref" href="#ticket">Making an outbound call from an existing ticket</a></li>
<li class="li"><a class="xref" href="#user-profile">Making an outbound call from a user profile</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="considerations">
<h2 class="title topictitle2" id="ariaid-title2">Considerations for making outbound calls</h2>
<div class="body">
<p class="p">When you make an outbound call:</p>
<ul class="ul" id="considerations__ul_dlr_dt2_pjc">
<li class="li">
<p class="p">Your profile settings determine whether the phone call occurs in the browser
or your phone. For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10879034148890#call-settings" target="_blank">Configuring voice preferences in Contact
Center</a>. If you configure your phone, then Zendesk makes a call to
your phone before connecting you to the customer.</p>
</li>
<li class="li">
<p class="p">Your Amazon Connect routing profile determines the outbound line.
If you want to make an outbound call and need to change the outbound line,
contact your admin to set your routing profile accordingly.</p>
</li>
<li class="li">
<p class="p">By default, Amazon Connect supports outbound calling only to specific
regions. If needed, ask your admin to <a class="xref" href="https://docs.aws.amazon.com/connect/latest/adminguide/country-code-allow-list.html" target="_blank">configure additional regions</a>.</p>
</li>
<li class="li">
<p class="p">If you make an outbound call without attaching it to an existing ticket, you
can always merge the new ticket from the call with an existing ticket. For
more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882445594-Merging-tickets" target="_blank">Merging tickets</a>.</p>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="console">
<h2 class="title topictitle2" id="ariaid-title3">Making an outbound call from the call console</h2>
<div class="body">
<p class="p">When you make a call from the call console, the call generates a new
ticket.</p>
<p class="p"><strong class="ph b">To make an outbound call from the call console</strong></p>
<ol class="ol" id="console__ol_flr_dt2_pjc">
<li class="li">
<p class="p"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">In Support</a>, click the call console
icon (<img class="image" height="16" id="console__image_hjz_yt2_pjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_phone_icon.png" width="16">) in the
top bar.</p>
</li>
<li class="li">
<p class="p">In the call console, enter the phone number you want to call using the dial
pad or your keyboard.</p>
<p class="p">The outbound line is determined by your routing profile in Amazon
Connect.</p>
</li>
<li class="li">
<p class="p">Click <strong class="ph b">Call</strong> when you are ready to initiate the phone call.</p>
<p class="p">If you're using your own phone, Zendesk will call your number and then dial
the recipient after you pick up.</p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="ticket">
<h2 class="title topictitle2" id="ariaid-title4">Making an outbound call from an existing ticket</h2>
<div class="body">
<p class="p">When you make a call from a ticket, by default, the call details are added to that
ticket. You can initiate an outbound call from any ticket that isn’t closed, even if
it wasn’t created by an incoming call.</p>
<p class="p"><strong class="ph b">To make an outbound call from an existing ticket</strong></p>
<ol class="ol" id="ticket__ol_jlr_dt2_pjc">
<li class="li">
<p class="p"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">In Support</a>, open the ticket you
want to use to call the requester.</p>
</li>
<li class="li">
<p class="p"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831849882#topic_gtw_j1h_rmb" target="_blank">In the channel switcher menu</a> of
the message composer, click <strong class="ph b">Call</strong> &lt;number&gt; or <strong class="ph b">Call Enter a
number</strong>.</p>
<p class="p"><img class="image" id="ticket__image_tmk_lb2_1kc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_zug_ticket_channelswitch_callnumber.png" width="700"></p>
</li>
<li class="li">
<p class="p">In the call console, confirm the number.</p>
<p class="p">You can also edit the outgoing number.</p>
<p class="p">The country code of the number will automatically change to match the number
you’re calling.</p>
</li>
<li class="li">(Optional) Click <strong class="ph b">Clear</strong> on <strong class="ph b">Attaching to ticket</strong> &lt;number&gt; to
create a new ticket for the call.<p class="p"><img class="image" id="ticket__image_vlx_chg_pjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_zug_callconsole_ticketattach.png" width="300"></p>
</li>
<li class="li">
<p class="p">Click <strong class="ph b">Call</strong> when you are ready to initiate the phone call.</p>
<p class="p">If you're using your own phone, Zendesk will call your number and then dial
the recipient after you pick up.</p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="user-profile">
<h2 class="title topictitle2" id="ariaid-title5">Making an outbound call from a user profile</h2>
<div class="body">
<p class="p">When you make a call from a user profile, the call details are added to a new
ticket.</p>
<p class="p"><strong class="ph b">To make an outbound call from a user profile</strong></p>
<ol class="ol" id="user-profile__ol_llr_dt2_pjc">
<li class="li">
<p class="p"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">In Support</a>, open a user's
profile.</p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822762650" target="_blank">Viewing an end user's profile</a>.</p>
</li>
<li class="li">
<p class="p">Under <strong class="ph b">Phone</strong>, click their number.</p>
</li>
<li class="li">
<p class="p">Select <strong class="ph b">Call this number</strong>.</p>
<p class="p">The call console opens with the user’s number.</p>
</li>
<li class="li">
<p class="p">Click <strong class="ph b">Call</strong> when you are ready to initiate the phone call.</p>
<p class="p">If you're using your own phone, Zendesk will call your number and then dial
the recipient after you pick up.</p>
</li>
</ol>
</div>
</div>
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