Phone Panel Dial Out
Dial Out is a telephony feature that allows you to make an outbound call to any arbitrary telephone number. Outbound dialing is not available to all Contact Centers, and only Agents certified to make outbound calls will see this feature.
Figure 7 -1: Call Type menu
If you are a Dial Out enabled Agent, you must choose whether to take "All Calls" or "Dial Out Only." If you choose All Calls, you will receive normal inbound calls and possibly (depending on the Contact Center and Campaign) outbound calls, as well. If you choose Dial Out Only, you must supply the phone number to call and the Campaign used to track each call.
To make a Dial Out Call:
Figure 7-2: Ready to Dial Out
From this point on, the call proceeds as normal; depending on the Campaign you chose, you may see a script pop, call hold and transfer buttons, etc.