To allow an agent to place outgoing calls, ensure they are associated with a phone number and have the necessary permissions.
Steps to Enable Outgoing Call Access for Agents
- Go to the Contact Center Settings page.
- Select the phone number you want to assign to the agent.
- On the number’s detail page, navigate to the Routing tab.
- Set the appropriate routing type: Category or IVR.
- Ensure the agent is added to the selected routing configuration.
- Confirm that the agent’s role includes the
Make Outgoing Callspermission.