Making calls

Last Updated : Oct 31, 2024 |

About this task

You can make calls to agents in your team or other enterprise users. Enterprise users can be from any part of your company, such as the Finance department. An account administrator can configure whether you can dial internally, externally, or internationally.

If your account administrator configures external calling and Avaya Workspaces uses the default call routing, you must dial a PSTN or a SIP number for calls to Avaya Aura X for Avaya Cloud Office (ACO) users. For example, +1xxxxxxxxxx or sip:+1xxxxxxxxxx. If your account administrator enables dedicated routing for calls to Avaya Aura X for Avaya Cloud Office (ACO) users, you must dial Avaya Aura X for Avaya Cloud Office (ACO) numbers in the <PSTN number>@domain.com format. For example, +1xxxxxxxxxx@avaya.com. You can also use Avaya Aura X for Avaya Cloud Office (ACO) extensions and dial <extension number>@domain.com. For more information about your contact center setup, contact the account administrator.

When you make an external call, the selected caller ID displays on the customer's device. You can change this ID and choose a different caller ID if multiple caller IDs exist in the associated resource partition. If the account administrator assigns multiple resource partitions to your profile, you can select any resource partition and associated caller ID.

If you do not select a caller ID from the list, Avaya Workspaces uses the default caller ID. Avaya Workspaces displays a caller ID according to the default call routing rules if the account administrator does not assign a default caller ID from a resource partition to your profile. If there are multiple caller IDs in a resource partition or multiple resource partitions with multiple caller IDs, you can change the default caller ID and select another caller ID of your choice.

Procedure

  1. From the Quality Control Help list, select a caller ID to display as the caller ID when you make the call.

    You can click System Defined to use the default call ID.

  2. On Avaya Workspaces for CRM, at the top of the widget, click the Search icon.
  3. Do one of the following:

    • In the search field, type the phone number and click the Call icon.

    • Open the dial pad, dial the phone number, and click the Call icon.

    • Open CRM Directory, find the contact, and click the Call icon next to the name.

    To make a call, you can also redial a number that you previously called or click the Click to Dial icon on a CRM contact center record, such as a contact card, a case, or an opportunity.

    Avaya Workspaces for CRM dials the telephone number.