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Set Up Outbound Calls

This guide lets your agents dial out from Daktela. If you haven't yet, read How Calls Work first.

Info

You need a trunk connecting Daktela to your carrier β€” trunks are set up by Daktela's Support team, and so usually is the basic outbound routing.

The whole setup:

  1. Create the outbound call queue
  2. Add agents to the queue
  3. Check the outbound routing
  4. Set the presented number
  5. Test

1. Create the Outbound Call Queue

  1. Go to Settings β†’ Routings β†’ Queues and click Add new, then select Calls outbound.
  2. Fill out the Unique queue number and the Title (e.g. "Outbound – Sales").
  3. Click Save.

Every field β€” outbound number, recording, wrap-up β€” is described in the Calls Outbound reference.

2. Add Agents to the Queue

Info

Agents get queues only through their profiles: this dialog and the Queues area of a profile are two views of the same setting. If you have already given the queue a log-in type in your profiles, this step is done. Setting up Daktela for the first time? Set Up Your Contact Centre shows where queues, profiles and users fit in.

  1. In the queue list, click Change in the Agents column, tick the profiles that should have access and set the Login type.

Warning

Each user can only have Automatic or Fixed login to max. 1 outgoing queue (including campaign queues).

Agents pick their active outgoing queue with the Queue button in the top panel β€” see Get Started. They also need a device to call from.

3. Check the Outbound Routing

Outbound routings decide which trunk carries a dialled number, based on dial patterns. They are usually prepared by Daktela's Support team together with your trunk; if you need to adjust them, the fields β€” dialling rules, user/queue/device restrictions, trunks β€” are described in Call Routings – Outbound Routings. Remember to click Save and Apply.

4. Set the Presented Number

Which number the callee sees is decided by the outbound-number hierarchy (lowest to highest priority): SIP Trunk β†’ User β†’ Queue β†’ Caller IDs.

  • The simplest option: enter the number in the Outbound number field of the outbound queue.
  • For conditional rules (per user, per destination, per device), set up Caller IDs β€” including a simulator to test which number will be used.

5. Test

With an agent in the Ready state, logged in to the outbound queue, with a device selected:

  1. Start a new outgoing call from the top panel and dial a test number.
  2. Check the call connects and the callee sees the intended number (Caller ID simulator helps here).

Go Further

  • Campaigns β€” automate outbound calling over record lists.
  • Call permissions β€” restrict which numbers users may dial.
  • Recording β€” configure when outgoing calls are recorded in the queue settings.
  • For agents β€” dialling out is described in Outgoing Calls.

Not Working?

  1. The agent has no way to dial? They must be Ready and logged in to the outbound queue and to a device β€” check the Device button in the static panel isn't red.
  2. Two outgoing queues on Automatic or Fixed? An agent can hold only one; set the others to Manual.
  3. Some numbers fail? Check Call permissions and that an outbound routing covers the number β€” contact Daktela Support if a whole range fails.
  4. Wrong number presented? Check the hierarchy SIP Trunk β†’ User β†’ Queue β†’ Caller IDs with the Caller ID simulator.

More checks, by symptom, are in Troubleshooting.