Dial Plan

The Agent Profile > Dial Plan page allows you to configure settings related to agent outdialing. The following table describes these settings.

Setting

Description

Outdial Enabled

If you want the agent to be able to make outdial calls, click the Outdial Enabled field to toggle to Yes.

If you don't want the agent to make outdial calls, click the Outdial Enabled field to toggle to No. This setting prevents the dial pad from appearing on the Agent Desktop.

Note	To display the dial pad, you must have an appropriate setup. Contact the full administrator for the setup.

Outdial Entry Points

If you set Outdial Enabled to Yes, choose an entry point that the agent can use to make outdial calls from the drop-down list in the Outdial Entry Point field.

Address Book

Choose an address book from the drop-down list in the Address Book field. An address book includes the speed-dial numbers that the agent can choose from to make outdial and consult calls.

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

Choose None if you don't 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, click the Dial Plan Enabled field to toggle to Yes.

If you don't want the agent to be able to make ad-hoc outdial calls, click the Dial Plan Enabled field to toggle to No.

When the Dial Plan Enabled setting is No, and the Outdial Enabled setting is 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 Enter number to call field on the dial pad.

Select Dial Plan

This setting appears only if you set Dial Plan Enabled to Yes. Choose one or more dial plans for the system to use to validate the Dial Numbers (DN) that the agent enters in the Enter number to call field.

Two default dial plans are available. You can also create custom dial plans for your enterprise. The default dial plans are:

US accepts input text such as the following:

18005551234 1-800-555-1234 1 (800) 555-1234
Any Format accepts input such as the following:

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, from the drop-down list in the Outdial ANI field, choose the name associated with the list of phone numbers that the agent can use to make an outdial call. The system uses the number that the agent uses as the caller ID for the call. For more information, see Create an Outdial ANI.