In this Lab, we will go through the tasks that are required to setup an outdial call from the agent desktop in Webex Contact Center.

Table of Contents

Overview

Lab Objective

  • This lab is designed to complete configuring the outdial capability on the Agent Desktop.
  • At the end of the lab, your agent will be able to make an outbound call from the Agent Desktop.

Pre-requisites

  • You have an assigned POD and Attendee ID (Refer to your Lab Details).
  • You have the customer admin login credentials.
  • You have the calling DNIS.
  • You have the agent’s extension number.
  • Prompt Wav files are uploaded, TEAM, SITE and USER are created.

Control hub: https://admin.webex.com\

Portal: https://portal.wxcc-us1.cisco.com/portal\

Agent Desktop: https://desktop.wxcc-us1.cisco.com/

Mailinator (Can Be Used to Create a New User user@mailinator.com): https://www.mailinator.com/

Lab

Video: BONUS Lab 6 - Outdial Configuration

The following video outlines the process to create a simple flow. The video uses a generic example.

You will use the naming convention of EntryPoint_CL_Lab_<ID> where <ID> is your attendee ID provided. This is to keep a track of all the configuration created end to end.

E.g: If you are attendee 123 you would use EntryPoint_CL_Lab_123

The video serves as a reference. View detailed steps in text below.

VIDEO TIMESTAMPS

00:00 — 0:21 — Overview

0:21 — 1:15 — Create Outdial Entry Point

1:15 — 2:20 — Create Outdial EP Routing Strategy

2:20 — 20:34 — Create Outdial ANI and OPTIONAL address books

3:45 — 4:40 — Setup Agent Profile

4:40 — End — Test Outdial

User Role Contents Extension-DN Allotted
Admin admin1pod<POD>@email.carehybrid.com 3001

NOTE: Your <POD> is your POD ID allocated.

Steps

1. Verify/create the Outdial Entry Point and Queue

  • Login to Portal > Provisioning > Outdial Entry Point > Configure an Outdial Entry Point.
  • Verify you already have an outdial Queue configured on Portal > Provisioning > Outdial Queue.
  • Ensure that the system created outdial entry points and queues are present and configure their settings.
  • Alternatively, you can setup a new Outdial Entry Point as shown in the video.

2. Create the Outdial Entry Point Routing Strategy

  • Go Routing Strategy > Outdial Entry Point-1 OR the One you just setup
  • Configure the outdial entry point routing strategy to the script Outdial_EP.js which is the system default.
  • Ensure the strategy time of day setting is correctly open 24x7 and marked default.

Note: There are no more Queue Routing Strategies on the new Webex Contact Center.

3. Setup Your Agent Profile for Outdial

  • Go to Provisioning > Agent Profiles > Select the Agent Profile and go to the Dial Plan tab.
  • Configure all the Outdial settings on the dial plan as shown in the video.
  • Attach the Outdial ANI, Address books etc. to the agent profile. Setup the Dial Plan Settings.

4. Test Outdial

  • Logout/login the Agent on the agent desktop for the new agent profile settings to take effect.
  • You should see the Outdial button and the agent is now able to make an outdial call.
  • Test it by calling your cell or the provided Cisco Public Tollfree - +18005536387 –Note: This will actually connect you to a live toll free number for Cisco Support!
  • You should have all the connected call features pop on the agent desktop once the call is complete.

Congratulations! You’re All done with the Bonus Lab!

Note: If you would like to go back to the HOME PAGE, CLICK HERE

BONUS LABS