Configure Click-To-Dial

The NICE inContact Click-To-Dial add-in functionality allows an agent to make an outbound call to a contact directly from the contact workspace in Oracle Service Cloud. Follow the steps below to configure the click-to-dial functionality. For help with troubleshooting the Oracle Service Cloud product, see Oracle's Documentation for Oracle Service Cloud Products.

1. Under Navigation, click Configuration → Application Appearance → Workspaces/Workflows (double click).

   

2. Double click Contact workspace.

   

3. Click the Office Phone field to reveal a right-facing arrow in the upper right-hand corner of the field, and click Delete.

   

4. Click Insert Control.

   

5. Drag and drop the Table into the Contact Workspace.

   

   

6. By default, the table will be created with two rows and two columns. Click second row to reveal a right-facing arrow in the upper right-hand corner of the field, and click Delete to remove the row. Repeat this step for the row in the second column.

   

7. Click Insert Field.

   

8. Drag and drop Phone Numbers into the first column of the table.

   

9. Click Insert Control.

   

10. Drag and drop Click-To-Dial Button into the second column of the table.

    

11. To align the fields, drag and drop Spacer between the Office Phone and Click-To-Dial fields.

    

12. Click the Office Phone field to reveal the Object Tools, then click Design.

    

13. Click the Table Cell drop-down, and then click Increase Column Span.

    

14. Click Save.

    

15. The Click-To-Dial button appears next to the Office Phone for the contact associated with an incident or task.