Choose Management Panel-Telephone Customer Service-Skill Group Management to create or add an agent account.
Click Edit and add a customer service account.
Step 3: Configure the Skill Group in Number Management
Note:
If no number management outbound call skill group has been configured, a number will be selected randomly from all available outbound numbers at the time of outbound calling. If there are multiple numbers, you can configure different skill groups to use different numbers.
Edit and select the above skill group. After the configuration is complete, the agents in this skill group will select this number for outbound calls.
Step 4: Check Whether the Microphone Is Authorized
Click the lock icon in the browser address bar (upper left corner), check the permissions that the website has accessed, and check whether the computer is connected to a microphone.
Step 5: Enter the Number to Make an Outbound Call
Click Outbound Call in the upper left corner and enter the corresponding contact number. Add the area code for the landline number.
Note:
You will be prompted that the outbound call has failed if there are outbound call restrictions. Please refer to Outbound call rules for phone numbers for details.
Features in the Call Process
Rich features are provided during the call, such as:
Cloud Contact Center offers various ways to make outbound calls. You can choose a suitable method based on your actual conditions:
Outbound Call on Dial Pad: You can directly enter the phone number to make an outbound call on Cloud Contact Center, using the configured outbound caller number to call.
SDK Outbound Call: We provide an SDK for rapid integration, and developers can make outbound calls through the SDK API.
API Dual Call: We also provide an HTTP method to use the outbound call API. In the scenario where SDK is not loaded in the frontend, you can trigger this API to make an outbound call from the backend. Currently, only mobile callbacks are supported (first connect to agent's mobile), and it has been confirmed that the outbound call whitelist has been applied and approved.
SIP Phone Usage: Cloud Contact Center allows customers to connect the purchased SIP landline phones with the agents on Cloud Contact Center, so that the agents can make calls using the landline phone.
Call-related Features
Service Record Storage and Access: Cloud Contact Center provides service records related to calls, stored for free for 3 months by default. Enterprises can use the interface to pull the records to the local storage or use the push feature to download the service records to the local storage.
Recording Storage and Access: Cloud Contact Center provides full dual-track call recordings, stored for free for 3 months by default. Enterprises can transfer the recordings to Tencent Cloud COS for cloud storage. You can also use the interface to pull the recordings to the local storage or use the push feature to download the recordings to the local storage.
Customer Satisfaction Evaluation: Cloud Contact Center supports the satisfaction evaluation feature, that is, after a call is hung up or during the call, the system automatically plays a satisfaction evaluation prompt to the user side, and users can give a rating by pressing a key.
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