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 Calls permission.