Handling Manual Outbound Calls

Outbound calls can be made either through click-to-call, by clicking on any phone field on the Salesforce UI, or by inputting the desired number on the dial pad and clicking on the Call button.

Note:

The default country prefix number is defined in the Contact Center configurations. If trying to dial a number without a prefix, the dial pad adds the configured prefix. If the number is from another country, different from the default country prefix, the call fails to dial. As a best practice, input the country prefix number when performing outbound calls.

When the call starts, the call controls within the Salesforce Omni-channel Widget become accessible, enabling the user to End the call, mute, hold, retrieve, and add or transfer to another Agent.

You can also find some call controls in the Phone widget.

Every time an Outbound Call is made, the corresponding Voice Call record is created and automatically appears as a pop-up to the relevant user in Salesforce. When the call ends, this Voice Call record is updated with new data about the call.