Making Outbound Calls in Agent Portal

We have multiple ways to make an outbound call to a guest, one is going through the Directory, another is to use the Interactions menu and third is using the green phone icon from the lead form.

To make any outbound calls, you must have an outbound voice skill assigned to you. If you are unable to make outbound calls, please reach out to your manager or supervisor so they can skill you.

Directory

1. Access the Directory icon in your left panel menu. 
2. Type in the guest's phone number in the search bar and press enter.
3. Click on Voice Call.
4. Select your outbound call skill.
5. Click the Call button to start your outbound call.

Assignment Drawer

1. Select the person with a plus icon. 
2. This will take you to the directory to follow the above steps.

From a Lead Form

1. Load a saved lead form from the Action Center, Lead Grid, or from the Inbound Call Tracking page.
2. Make sure you are in Available status in Agent Portal.
3. Select the green phone icon next to the phone number you will be calling the guest back at. 
4. Select the Accept button in Agent portal to accept the call when using the Softphone option. Answer your desk phone if you are using a desk phone. 

For any outbound call if your account is set up to record outbound calls, please make sure to let the guest know when you do your introduction.