Call Controls - Outbound Calling and Transfer Caller

Within the Service Guide zone, outbound calling has been added to support direct customer outreach from the calling experience. You can initiate an outbound call by dialing a complete phone number or by selecting from utility-configured speed dials. This provides flexibility for common contact center workflows.

Call transfer functionality has been added to support routing a caller to another person or company during an active call. You can complete a cold transfer by dialing the destination number and releasing the caller directly into the new line, or perform a warm transfer by first connecting with the destination, introducing the customer, and then leaving the call once the hand-off is complete. This supports common contact center workflows where quick routing is needed in some cases and a guided hand-off is preferred in others.

This helps you improve customer responsiveness and agent efficiency by providing outbound call controls directly from the Service Guide zone so calls can be placed without leaving the active work view. It also helps you resolve inquiries faster and improve customer experience by enabling call transfer controls, including warm introductions when needed, without leaving the active work view.

Steps to enable and configure

You don't need to do anything to enable this feature.