Dial Plan

Outdial Enabled

If you want the agent to be able to make outdial calls, select Yes.

If you do not want the agent to make outdial calls, select No. This setting prevents the dialpad from appearing on the Agent Desktop.

Note: To display the dialpad, you must have an appropriate setup. Contact your administrator for the setup.

Outdial Entry Points

If you set Outdial Enabled to Yes, select the outdial entry point that the agent can use to make outdial calls.

Address Book

Select the address book that includes the speed-dial numbers that the agent can select to make outdial and consult calls.

If you set Outdial Enabled to No and you select an address book, the agent can select a name from the address book for consults and transfers, but cannot make outdial calls.

Select None if you do not want to make an address book available to the agent.

See Create an Address Book for more information.

Dial Plan Enabled

If you want the agent to be able to make ad-hoc outdial calls, select Yes.

If you specify No, the agent cannot make ad-hoc outdial calls. However, if you set Outdial Enabled to Yes, the agent can make an outdial call, but only by either selecting an entry from the address book or typing a name from the address book in the Start a new call field on the dialpad.

Select Dial Plan

This setting appears only if you set Dial Plan Enabled to Yes. Select the dial plans that determine the inputs that the system accepts in the Start a new call field. Two system-supplied dial plans are available. Your administrator can also create other dial plans for your enterprise. The dial plans are:

• US accepts input text such as the following:

  18005551234
1-800-555-1234
1 (800) 555-1234

• Any Format accepts any sequence of alphanumeric characters, hyphens, parentheses, and spaces, plus, non-sequential, underscores, and periods. The input cannot begin with an underscore or period. The system strips hyphens, spaces, and parentheses, but not the periods and underscores. You can use this format for any phone number as well as for the first part of an e-mail address or SIP URI. For example:

  123
5551234
555-1234
1-800-FLOWERS
(800) 555-1234
John.Smith

Outdial ANI

This setting appears only if you set Outdial Enabled to Yes. Optionally, select the list of phone numbers that the agent can select before making an outdial call. The system uses the number that you select as the caller ID for the call. For more information, see Create an Outdial ANI.