This article looks at the steps to setup an outbound telephony queue for manual dialing on Agent Desktop. To get into the details of each module, please click the link to dive deeper into that module. The provided bullet points within each step are specifics to configure

  1. Edit an existing Campaign. Otherwise, setup a new Campaign (link to article) and Save
    • Template Parameters Tab: Confirm setup matches following:

    • In "Campaign Management" window, select the Campaign name (do not click Edit button) and the "Campaign - Activities Management" window will appear below. From the list of Activities, click the + button for Dial Out
  2. Create a new Skill (link to article) for outbound calling and Save
    • Select Skill to open "Skill - Users Management" window below and assign Skill to Agent by clicking + button
  3. Setup an Outbound Queue (link to article) and Save
    • Call Routing Tab: Make sure correct Skill is chosen
    • Dial Out Tab: Select the Phone Number to be used in Outgoing CallerID (NOTE: this can be the same number as an Inbound Campaign. Otherwise assign to another Phone Number)
    • Outbound Tab (scroll): Select Manual in Dialer Mode
  4. New configuration is complete. To test, login as an Agent to view Outbound Channel