Making an external call

Last Updated : Oct 10, 2024 |

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 or a 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.

If 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 call routing, 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.

Procedure

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

    When you make an external call, the selected caller ID displays on the customer's device. By default, the Call as field displays a caller ID. 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 there are multiple resource partitions with multiple caller IDs, you can change the default caller ID and select another caller ID of your choice.

  2. Do one of the following to make a call:

    • In the Enter number field, type a phone number or contact name and click the Call icon.

    • Click the Last Dialed Number icon to dial the last dialed number.

Related information
Voice
Transferring a voice interaction to an external number
Working on a voice interaction
Scheduling a Callback