Manual Outbound Calls

You can make outbound calls either by dialing a pre-configured external contact or by dialing a number in dial-pad. External contacts are people who are outside your organization not using Amazon Connect. During an Inbound Call or when you are in the Not Ready state, you can view and make a call using the external contact list. External contact list displays the name or number of the contact person as configured in CCP.

Make a Call Using the Dial-pad

This section lists the steps to make call using dial-pad.

1. When you are in a Not Routable state, click the Dial-pad button and select the dial-pad tab.

Note:

1. The Agent can make calls using the dial-pad even in and Offline state.

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

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

3. Click the Dial call button to make call.

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 External Contact

This section lists the steps to make call using external contact.

1. Click the Dialpad button and select the External tab.

2. Start typing the external contact’s name and the search automatically suggests the results to choose from. If the contact’s name you are looking for does not appear within the list of suggestions, type out the full name. The contacts that you recently selected are shown in Recent Contact tab.

3. Select the Contact and click the Dial call button.