Selecting a queue for outbound calls

Agents can select the queue they want when placing an outbound call. Since
each queue is associated with a specific phone number, this allows agents
to control which caller ID phone number is visible to recipients. Additionally,
this helps ensure the call goes through the right flow.



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When making outbound calls, you can choose a queue to determine which
caller ID number is visible to recipients. To select a queue, use the number pad in the
Contact Center desktop, select a queue, and then dial the recipient's
number.




Agents can select the queue they want when placing an outbound call.
Since each queue is
associated with a specific phone number, this allows agents to control
which caller ID
phone number is visible to recipients. Additionally, this helps ensure
the call goes through
the right flow.


When placing an outbound call, the queue from which the call is being
placed is
displayed. An agent can click the queue to open a list showing all available
queues. The
phone number associated with the selected queue appears as the caller
ID to the
recipient.


To select a queue for an outbound call



In
Contact Center,
click Outbound
Call.


Click Number pad.


From the Calling on list, select the
queue you want to use.

Enter or dial the number you want to call.

Click Call.






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