Manual Outbound Calls

The Agent makes outbound calls either by dialing a pre-configured external contact or by dialing a number in Dialpad. External contacts are outside your organization and do not use Amazon Connect.

During an Inbound Call or when you are in a Not Ready state, you can view and make a call using the external contact list. The external contact list displays the name or number of the contact person as configured in CCP.

Making a Call Using Dialpad

This section lists the steps to make calls using Dialpad.

• When you are in Available or a Non-Routable or Offline state, click the Dialpad button. Select the Dialpad tab.

• Select the country code from the dropdown list and type the number. The selected country code is added to the Recent CountryCodes list.

• Click the Dial button to make a call.

Note:

Dial pad is not displayed to the agent if the Administrator has disabled its usage.

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.

Make a Call Using an External Contact

This section lists the steps to make a call using external contact, click the Dialpad button and select the External tab.