Set Up Click to Dial

Click to dial (CTD) allows agents to click on phone numbers of any web page or within your CRM and start an outbound call. This eliminates the need to manually dial numbers. You can enable either standard Click to Dial, or Advanced Click to Dial. Advanced allows you to block or allow CTD capabilities for specific domains.

Enable Click to Dial for Your CRM Integration

  1. Navigate to the Features tab of the CXone Console.
  2. If you want to enable standard CTD, click Click to Dial in the features list.
    If you want to enable Advanced CTD, click Advanced Click to Dial in the features list.
  3. Click the red Disabled button to enable the feature.
  4. If you are enabling Advanced CTD, you can add the domains for which you want CTD capabilities in the Allowed Domains field. You can block CTD functionality by adding domains to the Denied Domains field. Advanced CTD enables global CTD functionality, but you can choose to specifically block or allow certain domains.
  5. If you are enabling Advanced CTD, you can control whether or not E164 numbers are supported with the Should keep the first plus signal when performing CTD requests and Keep The plus signal for custom caller id radio buttons.
  6. Click Save.

Register Click to Dial Extensions

Before assigning an extension, you may need to first register a phone extension by completing a call to an external number through the extension. After completing a call and refreshing the Users page, the newly registered extension will appear in the Devices drop-down.

Assign Click to Dial Extensions

You can assign more than one extension to a single user, but you cannot assign a single extension to multiple users.

  1. Navigate to the Users tab of the CXone Console.
  2. Locate which user that you want to assign an extension.
  3. Click the blue button in the Device column beside the user's name.
  4. Select which extensions you want the user to access.
  5. If the user has multiple extensions, you can click the extension icon and confirm it as a primary extension.

Determine Available Click to Dial Countries

You must determine which countries your agents will be able to call with the CTD function.

  1. Navigate to the Company Settings tab of the CXone Console.
  2. Click Phone System.
  3. Enter a country name or country code in Click to Dial Country Codes.
  4. Click Save.