Making an Outgoing Call

An agent makes an outgoing call.

Figure 1 Outgoing call process

• The agent has signed in.
• The agent is not answering any call (except a held call).

For details, see Making a Common Outbound Call.

• When the agent who must pick up the phone to answer a call receives a call

  AgentOther_PhoneAlerting

• When the agent picks up the phone

  AgentOther_PhoneOffhook

  AgentState_Busy

  AgentEvent_Customer_Alerting

• When the agent hangs up the phone or does not pick up the phone

  AgentEvent_Call_Out_Fail

  AgentEvent_Connect_Fail

  AgentOther_PhoneRelease

• When the called party picks up the phone

  AgentEvent_Talking, indicating that the call is successful.

• When the called party hangs up the phone or does not pick up the phone

  AgentOther_PhoneRelease

  AgentEvent_Call_Out_Fail

  AgentEvent_Connect_Fail

  AgentState_Ready