Agents and supervisors can call an external number outside the contact center from Avaya Workspaces. The external number can be a PSTN, an Avaya Aura X for Avaya Cloud Office (ACO), or an Avaya Spaces number. When a customer matches the dialed number, the Customer Journey widget displays the journey for the customer linked to the dialed number.

An agent can make the external call even when the agent is in an idle or Not Ready state.

If an agent is logged in to voice Automatic Call Distribution (ACD) and is in Ready state, the agent state changes to Busy or Not Ready during the call to prevent the agent from receiving any inbound calls. After the call, the agent state again changes to Ready.

If an agent is logged in to voice ACD and is in Not Ready state, the agent state remains Not Ready after the call is complete.