Creating Outbound Identifiers

The first step in making outbound identifiers available to users is to create the individual outbound identifiers. Each outbound identifier is either a phone number, SMS number, or email address. You can build a repository of outbound identifiers that you can then add to an outbound identifier list. An outbound identifier can be included in multiple lists. For example, you can add an outbound identifier to an agent-specific list and to a supervisor-specific list.

  To create an outbound identifier, you must have either the default Administrator or Supervisor role or a custom role with the OUTBOUND_IDENTIFIER_CREATE permission.

To create an outbound identifier:

  1. Go to Configuration > Outbound Identifiers.

    2. The Outbound Identifiers table is displayed. If outbound identifiers are already created, they are listed here.

  2. Click Create.

    The Creating New Outbound Identifier panel appears.

  3. For each outbound identifier you want to add, configure the following parameters:
    1. Enter a Name.
      Note: To prevent spam calls and comply with the evolving regulatory requirements of various countries, Enghouse Interactive does not allow anonymous outbound calling. Therefore, creating an Outbound Identifier named "Anonymous" is not permitted.
    2. Enter a value, for example, a valid phone number, SMS number, or email address.
    3. From the Flow Id drop-down menu, select the flow ID for the flow you want to apply this outbound identifier.
    4. From the Channel Type drop-down menu, select the channel type. Choices include voice, Sms, or Email.
    5. Optionally, enter a brief Description of the list.
    6. Click Submit.

    Your next step after creating outbound identifiers is to create an outbound identifier list.

You might also be interested in: