Outbound code

The outdial code function requires an additional application to be enabled, and custom settings and related fees may be incurred depending on actual needs.

After the application is completed, FIRST LINE will assist in creating the corresponding routing settings, and configure the mapping between outdial codes and designated lines according to enterprise needs, to support dialing rules and caller ID requirements in different scenarios.

The outdial code function allows agents to specify a particular outbound line when making calls.

When an enterprise uses multiple phone numbers or telecom lines at the same time, different outdial codes can be configured so agents can choose a designated outbound route as needed. The system will automatically prepend the corresponding number prefix when dialing and place the call through the designated line.

For example:

• Outdial code 81 corresponds to the Customer Service Line

• Outdial code 82 corresponds to the Sales Line

• Outdial code 83 corresponds to the VIP Customer Line

When an agent makes a call, they can choose different outdial codes based on the contact, and the system will automatically initiate the call through the corresponding phone line.

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Set Outdial Codes

Administrators can create multiple outdial codes, allowing agents to choose a designated outbound route when making calls.

Please follow the steps below to configure:

1. Enteroutdial code name. It is recommended to use a simple and easily recognizable name, such as “Customer Service Line,” “Sales Line,” or “VIP Line.”

2. EnterCode. When an agent selects this code to place a call, the system will automatically add the corresponding outdial code before the phone number and then send it out.

3. If neededneeded, you can add the purpose or usage scenario of this outdial code in the description field.

4. In Advanced Settings, select the corresponding channel category. The system will apply the corresponding phone routing settings based on the selected channel category for outbound calls.

5. After configuration is complete, click Save to create the outdial code.

Note: The code is provided and configured by technical staff. After the outdial code is configured, FIRST LINE still needs to assist in creating the corresponding routing settings and configuring the mapping between the outdial code and the designated line. If the related configuration is not completed, agents will still be able to select this outdial code, but outbound calls will not be placed through the designated line.

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How to use

Please follow the steps below:

1. When making a call, first enter the outdial code.

2. Then enter the phone number you want to call.

3. Press the dial button.

The system will automatically recognize the outdial code and place the call through the corresponding phone line.

Select an outdial number from the customer page

If multiple outdial numbers are configured in the system, when placing a call from the customer page, the system will display a selection window for the agent to choose which outdial number to use for this call.

The agent can confirm the available outdial numbers in the selection window, choose the most suitable number based on the current contact needs, and then place the call.

Customer phone number already includes an outdial code

If a customer's phone number is saved or dialed in the format "outdial code + phone number," please pay special attention: when the phone system actually dials, it cannot and will not split "outdial code" and "phone number" into two separate fields; instead, it treats the entire content as a single phone number string for processing.

For example, if the outdial code is 71, and the customer phone number is 0900***222, the actual dialing content sent to the switch will be 710900***222. For the switch, this is a complete phone number string, not 71 and 0900***222 two separate fields.

Therefore, the resulting call records, as well as any automated functions and other processes that match, determine, or trigger based on phone numbers, will in principle also use 710900***222 this complete number as the basis for processing, and will not automatically extract or restore the outdial code into the original phone number.

In principle, FIRST LINE will retain and use the originally stored or actually sent phone number data, and will not automatically determine, remove, or re-parse any outdial code it may contain.

Therefore, if the customer phone number itself already includes an outdial code, and an outdial code is additionally applied when dialing, or if the current storage format does not meet the needs of actual dialing, call record matching, or automation processes, you may need to adjust the customer phone number data yourself before making the call.

Usage example

Suppose the enterprise has created the following settings:

outdial code name	Code
Customer Service Line	81
Sales Line	82
VIP Line	83

When an agent needs to contact a customer through the sales line, they can select code 82 to dial.

The system will automatically apply the channel category and phone routing associated with code 82, and initiate the call through the designated representative number.

Notes

1. Before setting an outdial code, please first confirm that the enterprise has available phone line or representative number resources.

2. The outdial code must be used together with IVR or ACD Router settings.

3. If the outdial code has not been properly mapped, the system will not be able to correctly select the designated line for outbound calls.

4. The actual number of outdial codes that can be configured will depend on the line resources and routing architecture used by the enterprise.