How to change number with Outbound Calls

In the following scenario we will show you how to manipulate the agent number / lineuri with an Outbound Call.

The scenario can be useful when you when you want to use a different number when calling a customer or still want to use your own number but still want the recording.

Requirements

 

Scenario 1: Configure Agent number to Customer

  1. First make sure the agent is setup as agent
  2. Next add the following setting:
    UseOutboundAudioRecording - Value = True
    This will make sure that all outbound call from the Agent go over the UCC
  3. Next add another setting:
    UseOriginalIdentityWithOutbound - Value = True
    This will make sure the UCC will use the identity (lineuri) of the Agent.

 

Scenario 2: Configure UCC number to Customer

  1. First make sure the agent is setup as agent
  2. Next add the following setting:
    UseOutboundAudioRecording - Value = True
    This will make sure that all outbound call from the Agent go over the UCC
  3. Next add another setting:
    UseOriginalIdentityWithOutbound - Value = False
    This will make sure the UCC will use the identity (lineuri) of the UCC.

 

Scenario 2 Alternative: Choose between numbers (Call on Behalf)

  1. First make sure the agent is setup as agent
  2. Next add the following setting:
    UseOutboundAudioRecording - Value = True
    This will make sure that all outbound call from the Agent go over the UCC
  3. Next add another setting:
    UseOriginalIdentityWithOutbound - Value = False
    This will make sure the UCC will use the identity (lineuri) of the UCC.
  4. Start the Snapper and use the Call on Behalf dropdown to switch between numbers.
    1. You can either use more UCC's or more Endpoints.