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Creating Outbound Phone Codes

Creating an Outbound Phone Code list involves:

To create an Outbound Phone Code list:

  1. Click Outbound Phone Codes tab from the configuration menu.

  2. Click or Add to create a new list. The Properties tab opens.

  3. Enter the following properties. Some fields are required, while others are optional.

    Field Name Description


    Check the box to put this code list into service.

    Name (Required)

    Enter a name for the Outbound Codes List.


    Enter a brief description of the purpose of the code list.


    Refers to a category of lists such as Sales, Marketing, or Support. Within a single category, you can group multiple outbound code lists. You can create a new category or add a list to an existing category.

    • Choose Edit Categories to create a new outbound code category.
    • Choose an existing outbound code category.

    Sort Order

    Refers to the order in which the codes within the list should be sorted when presented to an agent.

    • Choose Manualto organize the order of the outbound codes manually.
    • Choose Automatic to organize the outbound codes in alphabetical order.

    Admin Notes

    Enter information that enables administrators to understand the purpose of this code list.

    Primary Language (Required)

    Select a language in which the codes are written primarily. This information is required to create a list.

    Note: After saving the code list, you cannot change the Primary Language setting.

    Secondary Language

    Select the languages to translate the codes to. This option allows you to set up codes in languages other than English.

  4. Click Save to save the properties.

    The Codes tab opens. The Codes tab allows you to define individual codes in the list.

  5. Click or Add to create a new code.

  1. Enter Menu Text, Report Text, and Short Code.
  2. Determine the Calling Line Id for a call that selects the code. You can choose from the following options:
  3. Select an outbound Queue to channel the outbound call to.

    When an agent selects the code before dialing out, the call channels through the outbound phone queue. Channeling an outbound call through a queue also changes the agent status to Busy preventing any call offerings.

  4. Repeat steps 5 to 8 to create multiple codes.

    Figure 137: Multiple Codes Created in Codes Tab

  5. Select Save to save the codes.

    The Translations tab opens. This tab displays all codes defined in your primary language and allows you to translate them to a secondary language of your choice. You should have specified a secondary language in the Properties tab to enable translation. This procedure is optional.

  6. Select a secondary language to translate the code to.
  7. Enter Menu Text, Report Text, and Short Code in the secondary language.
  8. Select Save to save the translated codes.

    The Assignments tab opens. This tab enables you to select agent groups to assign the code list to.

  9. Select an agent group from the list. The list is assigned to your choice of agents groups.
  10. Click Save to complete the code list definition.

Note: An Outbound Phone Code list is not functional until activated and assigned


See Also


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