Outbound number allocation rules determine the caller ID displayed on the user’s phone when an agent makes an outbound call. We support below two strategies
1. Assign Number by Group
A group-based number means add a number to a group. Any agent from that group makes an outbound call, system will use the linked number first.
1. Go Management Console, choose Voice Agent > Number Management in the left navigation bar, and click Edit in the operation column of the outbound number.
2. Choose Outbound Settings > Outbound Skill Group, select the outbound skill group that needs to be associated with this number, and click OK. If no skill group has been set, refer to Skill Group Management for setting the skill group.
3. Choose Voice Agent > Voice Settings > Outbound Settings in the left navigation bar, and select Assign Numbers by Group.
Same Area Code Assignment
Same Area Code Assignment determines when agents make outbound call, call will be assigned to the calling number belonging to the same location as the called number preferentially. If none is available, it will be assigned randomly. Go to the Cloud Contact Center management console, choose Voice Agent > Voice Settings, click Outbound Settings, and select Same Area Code Assignment.
Allowing Agent to Choose Outbound Number
When you have multiple numbers and need agents to select numbers for outbound calls, you can click Voice Agent > Voice Settings > Outbound Settings in the Management Panel and enable the option to allow agents to specify call-out numbers. The range of numbers that agents can choose is associated with the configuration of the number's outbound group.
After enabling, agents can select specified numbers for outbound calls in the workstation.
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