Make a Call

User can make a call using the dial pad.

Note:

Dial pad is available only when the user is in the Not Ready state. If an Administrator allows, via settings, an Agent to make a call in the Ready state, the agent can make a call in Ready state as well.

Do one of the following to make a call:

1. Make a call using dial pad.

2. Make a call using phone book.

Make a Call Using Dial Pad

1. Click beside the agent state dropdown list and click Dial-Pad.

2. Type the phone number and click the Call icon.

3. Click End call or Clear to abort the action.

Note:

Dial pad is available only when the user is in Not Ready state. If an Administrator allows, via settings, an Agent to make a call in the Ready state, the agent can make a call in Ready state as well.

E-164 Validation

The E-164 validation feature is integrated into the dial pad to ensure that phone numbers are entered correctly according to global standards. It verifies the format, including the leading plus sign and country code. If a number doesn't comply with this standard, the following error message is displayed.

Note:

In the Acqueon softphone for Cisco, an E-164 validation message is displayed only if a phone number begins with a plus sign (+) to ensure compliance with E.164 standards. However, if the number does not start with a plus sign, it will be accepted as-is without validation.

Make a Call Using Phone Book

Cisco Phone Book lets you manage global and Team phone book contacts. Global phone books are available to all agents and team phone books are available to agents in that specific team. The phone book contains the following information:

To make a phone call:

1. Click Dial Pad icon and screen displays a pop up or click dropdown beside current state and click Dial-pad icon.

   Note:

   Use the search option to filter find a contact in the list. Enter text in the search field to search the list of contacts. Based on the entered text, the list displays the contact.

2. Select the contact from the list and click icon in the Action tab to make a call.

3. Click X to close the pop up.

To configure phone book, see configure phone book.