Dialing an Outbound Call

You can use PeopleSoft CTI to place a call while the agent status is either Agent Ready or Agent Not Ready.

Note:

If you have multiple extensions assigned to you, do not call one of your extensions from the other.

To place an outbound call:

1. Select your status from Agent Ready or Agent Not Ready.

2. Select the option next to the telephone icon representing a free line.

   For example, if you had a customer on hold on one line, you would select the icon for the second line.

3. From the Select Call Action drop-down list box, select Dial.

4. From the drop-down list box showing all numbers from the shared and agent phone books, select a number to be dialed.

   If the number is not there, select Dial other number to get an edit box and enter the number to be dialed.

5. Click Go.

   As with any other call you receive, you can access all the call actions for calls that you initiate. You can transfer the person that you’ve called, place the line on hold, or initiate a conference with another party.

   Note:

   If you are using the applet-based solution, the system places you in Agent Not Ready status until you release the call. If you are using the adapter-based solution, you must configure your CTI middleware call actions.

   When you make an outbound call:

   • You can specify a URL to display a page.

     When you display the page, the outbound call data is also attached to the URL so that an application can collect information such as the automatic number identification (ANI), dialed number identification service (DNIS), and so on.

   • A context ID (such as a customer case number or an invoice number) is attached to the call data.

     This allows PeopleSoft application context to be passed on to CTI middleware, where it can be stored. This context can be used to establish a relationship between the outbound call and the application context when the call was made.