The outbound number assignment rule sets the caller ID displayed on the user's mobile phone when the agent makes an outbound call. Cloud Contact Center supports associated outbound skill group assignment and same area assignment.
Associated Outbound Skill Group Assignment
The associated outbound skill group assignment rule is to bind a number to a specific outbound skill group. When agents from this skill group make outbound calls, they will prioritize using numbers bound to this skill group to make outbound calls.
1. Go to the Cloud Contact Center management console, choose Telephone Customer Service > 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 Telephone Agent > Telephone Agent Settings > Outbound Settings in the left navigation bar, and select Associated outbound skill group assignment.
Same Area Assignment
The same area assignment rule determines that when an agent makes an outbound call, the 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 Telephone Agent > Telephone Agent Settings in the left navigation bar, click Outbound Settings, and select Same area assignment.
Allowing Agent to Specify Call-out Number
Choose Telephone Agent > Telephone Agent Settings > Outbound Settings in the left navigation bar, and turn on the Allow agent to specify call-out number switch. After it is turned on, agents can choose numbers when making outbound calls. The range of numbers that agents can choose is associated with the configuration of the number's outbound skill group.
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