Make outbound phone calls

As an 8x8 Contact Center agent, you can make outbound phone calls to:

To dial an outbound call, Agent ConsoleClosedVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. uses a two-step process:

  1. Enter or click a number to call. AgentClosedAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. Console dials your agent telephone number first.
  2. Answer your agent telephone. Agent Console dials the external phone number.

If the agent is a member of multiple queues, and the Agent whisper is set up for the tenant, Agent whisper informs the agent, upon connection, about the connected call. Let’s say John serves support calls as well as sales calls. Upon connection, the system plays a brief message stating if it is a sales or a support call. In Auto Answer mode, specially agents do not have time between calls. The whisper helps them identify the context of the call even before the customer information pops for preview, thus allowing them to prepare for the call. Agent whisper messages can be heard on both inbound and outbound calls. Agent whisper is only played for the agent. The agent and customer can talk to and hear each other while the whisper is playing. For details, see our content about Agent whisper for phone queues.

Contact your supervisor for your contact center's policies for using Agent Console to place outbound calls.

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