Call external phone numbers
As an 8x8 Contact Center agent, you can place outbound calls to external phone numbers via Control Panel, click-to-dial, or web callback:
- Control Panel: Ability to dial outbound calls from the Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. Control Panel by simply entering the phone number under the Phone tab and clicking Dial.
AgentAgents 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. Answer your agent telephone first, Agent Console dials the external phone number.
- Click-to-dial: Ability to click and dial phone numbers from records in Local CRM or External CRM.
The click-to-dial option is available out-of-the-box in Local CRM. For External CRM, however, some configuration is necessary.
- web callback: A system-generated outbound call placed in response to a customer request. If a callback is scheduled to a campaign customer, a reminder pops up at the scheduled time to the same agent who scheduled the callback. The agent then has to manually place a call.