Create outbound phone queues

In 8x8 Contact Center, an outbound queue is used to channel agent-initiated outbound calls to the destination. These calls may be:

  • Agent-dialed from the Control Panel: Must be configured via Outbound Phone Codes.
  • Requests for web callback: API accepts Queue ID as a parameter.
  • Via click-to-dial: API accepts Queue ID as a parameter.
  • Campaign calls: Must be directed via an Outbound Phone queue.

When an outbound call directs through a queue, an agent's status changes to busy preventing any calls being offered to the agent.

Configuring an outbound phone queue involves:

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