Using the Dial Pad

Use the Dial Pad within the Agent Toolbar to initiate an outbound call to a telephone number or to enter IVR selections.

Before using the Dial Pad, your tenant needs to be configured with an outbound dispatch mapping and a Click to Dial flow.

To initiate a call using the Dial Pad: 

  1. Click the Dial Pad icon (Dial Pad) in the Agent Toolbar.
    A dial pad appears below the icon.
  2. Enter the complete telephone number that you are calling by clicking on the numbers, or by clicking in the Phone Number field and typing the number using your keyboard.
  3. Click CALL.
    An incoming call is made to your toolbar. This is the work offer that will trigger the outbound call.
  4. Accept the incoming call on your toolbar.
    Once the call is accepted, you are placed on hold and the outbound call is initiated. When the outbound call is answered, you are removed from hold and connected with the call.
The CALL button only activates when a complete number in E.164 format is entered.

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