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Using Avaya Workspaces for Avaya Experience Platform™ (On-Prem + Connect)
Making an external call
About this task
Use this procedure to call an external number outside the contact center from Avaya Workspaces. The external number can be a PSTN, Avaya Cloud Office™, or SIP number. When a customer matches the dialed number, the Customer Journey widget displays the journey for the customer linked to the dialed number.
You can make an external call even when you are in an idle or Not Ready state.
Before you begin
If you want to be simultaneously ready on the hybrid voice and digital channels, ensure that you Go Ready on All Channels.
If you are logged into only the digital channel:
Ensure that you Go Ready on voice.
Ensure that you Go Not Ready on digital with the Not Ready reason code set to Work on Voice.
Procedure
Do one of the following to make a call:
In the Enter number field, type a phone number or contact name and click
.Click
, use the dial pad to type a number and click .Click
to dial the last dialed number.