In Agent Home or the Mini Client, the button "Call..." can be used to make an outbound call from the system. Note: Agents must be in a logged-in status on the system to use this function. Agents who are in the logged out status cannot make outbound calls. The following resources are used in security groups to define how the agent may select the telephone number used when an outbound call is made:
When the button "Call ..." is clicked, the user is presented with the following dialog. Note, that not all options may be visible depending on the settings roles settings above. First, the system calls the current agent telephone. Once this connection has been established, the destination number is called. Transaction codes and the settings of the ACD group may apply when a call is made. I.e. if mandatory transaction codes are setup for the ACD group, the agent will be required to record a transaction code when the call ends. |