Making an Outgoing Call

Any outgoing calls should be made using the dialer in Webex Contact Center. This will allow for accountability and reporting.

  1. To make a call click on the phone icon
  2. Enter the number you would like to dial and Select the Outdial ANI.
    1. You do not have to enter 7+1 to make an outgoing call. The contact center will dial that for you. Just enter the area code and number you are trying to reach.
    2. The Outdial ANI determines the number that the person you are calling sees on their Caller ID. If you do not select the correct Outdial ANI then the person you called will see the Help Desk as the number that is calling them.
  3. Your phone will then ring and you have 5 seconds to answer the call.
    1. If you fail to answer the phone in time, the call is still placed to the caller and if they answer, they will get your voice mail. Your status will remain in Engaged and you will be unable to make another call until the caller either doesn't answer or leaves a voice mail.
  4. Once you answer, you will hear the system calling the number you wished to dial. When the person you dialed answers, you will be connected and the desktop will show your are on a call
  5. When you are finished with the call, hang up as normal and you will be returned to the state you were in before you made the call.

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