Agents can make outbound calls directly from the helpdesk. When an outbound call is made, a Ticket will be created as soon as the call is connected (as with inbound calls).
To initiate an outbound call, click on the Voice phone icon in the bottom right hand corner of the Agent interface to open the dialpad. You can either manually add a phone number by typing a number, copy and paste a number from the CRM or search for a User in the 'Add Phone' bar.
If you do not have access to the dialpad tab when you open the Voice call interface, it is likely that you don't have the permissions to make outbound calls. Speak to your helpdesk Admin if you would like to be able to make outbound calls.
Choosing the Call From Number
Agents can specify the number they wish to call out from. The numbers they have access to will be listed in the Call From dropdown in the dialpad area.
Attaching a Call Record to an Existing Ticket
If you have an existing ticket open in the content pane when you go to make an outbound call, you will see a checkbox which asks if you want to Attach this call to the open ticket.
If you don't select this, a new Ticket will be created when the call is connected. If you do select this, a new call record will be added to the existing Ticket instead, allowing you to keep all records of communication within one Ticket when required.
When using the Call button in the call record to initiate a call. The new call record is likewise added to the existing Ticket.
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