Enabling Outbound Dialling for an Agent

The following describes how to enable an Agent to make outbound calls via Indirect Access (IDA), for example using a configuration. This is disabled for all new Agents by default.

Doing this will add the Agent to the billing database for the Customer. Due to the need to preserve a complete, accurate, itemised billing history, you cannot reverse this process, and affected Agents cannot be deleted. Ensure you are aware of the implications of this before you proceed.

Outdialler-enabled Agents are listed under the Registered CLIs page for the relevant Customer. IDA calls made by an Agent are charged according to the default IDA tariff associated with the corresponding Customer.

Implementation

  1. Access the Agents list for the intended Customer.

    1. Access the resources page for the intended Customer.

      1. Access the details page for the intended Customer.

        1. Type the Customer’s name into the search field at the top of any page.
        2. Click the intended Customer in the search results. This opens the Customer Details page.
      1. Select the Customer Resources tab.
    1. Click the Agents hyperlink.
  1. Locate the Agent and click their Details hyperlink.
  2. Under Outbound Calls, tick the Can use IA Service check box. A warning will appear, similar to the one at the start of this help topic.

    The setting will not be applied until you click Update, but after that point you will not be able to un-tick the check box.

  3. Use the Network CLI drop-down to select which network CLI should be used for this Agent when they make an outbound call.
  4. Click the Update button. The page will refresh, and the Outbound Calls section will expand to display a range of other options relating to outbound calls.
  5. Use the newly-revealed options to make further changes as needed.
    OptionDescriptionFurther Reading
    TariffRather than setting a specific tariff for the Agent this merely provides a hyperlink to the outbound call tariff setting for the Customer as a whole. Changing the default tariff for the Customer as needed will also affect this Agent.Setting the Indirect Access Tariff for a Customer
    Presentation CLISelect a CLI to be displayed on behalf of the Agent when they make outbound calls. If none is specified, the Network CLI will be used instead. 
    Withhold the CLIIf you don't want the outbound call recipient to see the Agent's CLI, tick this option. 
  6. Click Save Changes to apply your choices.