Making outbound calls in Contact Center

You can make outbound calls inContact Centerregardless of yourstatus, be it online, offline, away, transfers only, or any custom status.

Summary: ◀▼
You can make outbound calls regardless of your status, using your profile settings to choose between browser or phone calls. Calls can be made from the call console, existing tickets, or user profiles, with call details added to new or existing tickets. Your routing profile controls the outbound line, and admins can configure additional calling regions if needed.


You can make outbound calls in Contact Center regardless of your status, be it online, offline, away, transfers only, or any
custom status.
This article contains the following topics:

Considerations for making outbound calls
Making an outbound call from the call console
Making an outbound call from an existing ticket
Making an outbound call from a user profile



Considerations for making outbound calls

When you make an outbound call:


Your profile settings determine whether the phone call occurs in the browser
or your phone. For more information, see Configuring voice preferences in Contact
Center. If you configure your phone, then Zendesk makes a call to
your phone before connecting you to the customer.


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.


By default, Amazon Connect supports outbound calling only to specific
regions. If needed, ask your admin to configure additional regions.


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 Merging tickets.





Making an outbound call from the call console

When you make a call from the call console, the call generates a new
ticket.
To make an outbound call from the call console


In Support, click the call console
icon ( ) in the
top bar.


In the call console, enter the phone number you want to call using the dial
pad or your keyboard.
The outbound line is determined by your routing profile in Amazon
Connect.


Click Call when you are ready to initiate the phone call.
If you're using your own phone, Zendesk will call your number and then dial
the recipient after you pick up.





Making an outbound call from an existing ticket

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.
To make an outbound call from an existing ticket


In Support, open the ticket you
want to use to call the requester.


In the channel switcher menu of the message composer, click Call
<number> or Call Enter a number.


In the call console, confirm the number.
You can then edit the outgoing number.
The country code of the number will automatically change to match the number
you’re calling.

(Optional) Click Clear on Attaching to ticket <number> to
create a new ticket for the call. This creates a new ticket.



Click Call when you are ready to initiate the phone call.
If you're using your own phone, Zendesk will call your number and then dial
the recipient after you pick up.





Making an outbound call from a user profile

When you make a call from a user profile, the call details are added to a new
ticket.
To make an outbound call from a user profile


In Support, open a user's
profile.
See Viewing an end user's profile.


Under Phone, click their number.


Select Call this number.
The call console opens with the user’s number.


Click Call when you are ready to initiate the phone call.
If you're using your own phone, Zendesk will call your number and then dial
the recipient after you pick up.




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