Queue selection for outbound calls

Queue selection for outbound calls enables agents to route calls through a specific queue directly from the Global Call window, improving routing accuracy and reporting.

Queue selection overview

A search interface enables agents to find and select a queue, and then choose to either:

• Set it as default for all outbound dialing methods
• Apply it to the current call only

Agents can modify queue settings during the idle state or during active calls. The default queue selection persists until changed or until the agent logs out, and applies across keypad, phone directory, and click-to-dial workflows. This feature is available for CCaaS partner integration.

Key benefits

Queue selection for outbound calls provides the following capabilities for contact center users:

• Queue selection directly from the Global Call window.
• Accurate reporting to track call outcomes by queue.
• Queue-specific requirements applied to each call.
• Consistent routing by applying business logic based on the selected queue.
• Reduced repetitive actions and errors.

Queue selection features

Turn-on toggle for selecting queues for outbound calls

You can turn-on the toggle for Select option to use queue for all outbound calls, and set the queue as default, which applies to all outbound calls.

Find and select a queue in Global Call

Search for a queue by entering a name in the Search field and select the relevant queue.

Active context behavior

The selected queue applies to all subsequent outbound calls and remains active until the agent changes it or logs out. Only one queue is active at a time.

Adjust on-demand

Agents can change the active queue in the idle state or during an active call. Queue changes made during a call take effect on the next outgoing call, not the current one.

Consistency across dialing methods

The active queue persists across keypad, phone directory, and click-to-dial workflows to maintain consistent routing and reporting.

UI scope

Queue selection is embedded within the keypad and phone directory, as required by the CCaaS platform.

See: Using queues for outbound calls and Select queues from keypad, directory, and Interaction record.