Make Outbound Calls

Use Click-To-Dial

The click-to-dial feature allows you to click a phone number that is visible on a webpage to automatically begin an outbound call in your CXone application. This feature only functions with the Chrome extension of the application, which you must add to your Chrome browser.

Add the Chrome Extension

You can access an installation link for the extension in 2 different locations:

  • The agent application — from the Contact Handling View, click the settings tab > the general tab > Install for Google Chrome.
  • CXone Console — click Profile > Install Extension > Click Here To Install The Chrome Extension.

Both links take you to the Chrome Web Store where you can click Add to Chrome to install the extension. The installation may take several minutes to complete. After the installation is complete, you will see a new icon in your Chrome toolbar that drops down the CXone application from any webpage (not only from Zendesk).

Make a Call Using Click-To-Dial

  1. Right-click on a webpage (or within your CRM platform) and hover over the CXone drop-down option.
  2. Select Enable Click To Dial On This Website. This option changes every detected phone number into a hyperlink.
  3. Left-click on any phone number. CXone will automatically dial the number.

Make Calls from Records

  1. Use the search bar to search for a record. Search results may appear in either the CRM or Directory tabs. You can also select a record from your Call History tab from the Home view.
  2. Select your desired record.
  3. Click the green telephone button, select a skill, then click Use. If you accessed a record through an address book, click a record's phone number, select a skill, then click Use.

Use the CXone Dial Pad

  1. Click the dial pad icon on the right side of the search bar. If you see a home icon instead of the dial pad, click the home icon to return to the contact handling view, which displays the dial pad icon.
  2. Enter the number that you want to call by clicking the numbers on the dial pad, or selecting the Phone number field and typing the number on your keyboard.
  3. Click the green call button.

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