Managing Your Status During Outbound Calls

During outbound calls, your status changes to busy or preserves your current status. Your status changes to busy if you route the call through a queue. You can route a call through a queue by selecting an outbound phone code if your contact center administrator has set it up. If you do not route the call through an outbound queue, your current status is preserved. For example, if your status is Available while making an outbound call, and you do not route the call through a queue, the Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. leaves your status as Available offering new incoming phone interactions.

Changing your Status to Busy

Changing your status to busy during an outbound call requires you to route the call through a queue. This is enabled through outbound phone codes where each code is associated with an outbound queue. You must be a member of the outbound phone queue as well as be assigned to the code list.

To change your status to busy during an outbound call:

  1. Enter a phone number to call and click Dial.

    You are prompted to select an Outbound Phone Code.

    Figure 101: AgentAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. Presented with Outbound Phone CodesOutbound Phone codes offer a means to set a specific calling line identifier (caller ID) and optional outbound queue for outbound calls from your tenant. Outbound Phone Codes also may be used to track the purpose of an outbound call.

  2. Select a code from the list and click Dial.

    The call dials out and routes through the specified queue changing your status to busy.

    Figure 102: Agent Status Changing to Busy

    The call dials your phone and then the destination number.

Retaining your Current Status

If you do not route an outbound call through a queue, your current status is retained and you will be offered new incoming interactions if you are Available. This is not desirable when you are on another call. To work around the situation, you can follow the steps below:

If you are on an outbound call, and the Agent Console offers you a new interaction:

If you neither accept nor reject the new interaction, and the interaction acceptance interval reaches zero, the Agent Console returns the new interaction to the phone queue and changes your status to Working Offline.


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