A manual outbound phone skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge must be assigned to you before you can dial a call. To manually dial an outbound call with the dial pad (or keypad), follow these steps.
For help using or troubleshooting the Oracle Service Cloud product, see Oracle's Documentation for Oracle Service Cloud Products.
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Click the Phone icon to display the dial pad.
Your Agent State status does not need to be set to Available to make an outbound call.
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Use the on-screen dial pad, or your keyboard keypad, to enter the phone number you want to dial.
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Click the green Dial icon. If you have only one outbound skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge assigned to you, NICE inContact Agent for Oracle Service Cloud dials the call. If you have more than one, you must select the outbound skill to use for the call. When selected, NICE inContact Agent for Oracle Service Cloud dials the call.
- When the contact answers, you can use any of the options in the Phone Control Panel Interface to perform many basic call functions.
