Outbound Collect ➡️
Updated
by
BCH Digital Support
Outbound Collect allows agents to dial into a number, authenticate, then outdial to a destination number.
Access
Card Payment Processing > Outbound Collect
Assign Service
Click on New Number in the top right
Configure Service
Click the Configure Service button on the number you wish to setup
Description
Set a description for the service
Service Status
Enable or Disable the service
Working Hours
Set times on the day's of the week when agent's can access the service.
Agent Identification
Use Agent CLI
The call is tagged to the agent who's Primary Extension is matched in the Agent's page. Used for agents with unique CLIs.
Request Agent ID
Request the agent ID of the agent calling in. The Primary Extension must be on the Agent's page. Used for multiple agents with the same CLI.
Assign Number to Agent
Only a specific Agent ID and Extension can access the service.
Agent ID
Used in conjunction with Assign Number to Agent above.
Agent Confirmation
Confirm the agent ID if entering.
CLI Presentation
What number to display to the number you are calling
Welcome Type
Ask the agent for a number to dial or simply play a dial tone.
Call Recording
Set to record calls or not. These can be accessed in the Call Recording Playback Guide.
Warning Beep
Play a beep to the agent after a set period.
Max Talk Time
When this is reached the call will end.
Default Settings
By default every number will pick up the default settings configured here to enable easy access to configure numbers in bulk. Settings configurable are:
- Service Status
- Working Hours
- Agent Identification
- Agent Confirmation
- CLI Presentation
- Welcome Type
- Call Recording
- Warning Beep
- Max Talk Time
Bank Holidays
Instead of remember to change the working hours you can set bank holiday days which will restrict all access to the number.
