Custom Call

With Custom Calls, you can generate outbound calls that won’t be associated with customer records.

Types of Custom Calls

With Custom Calls, you can initiate calls to different types of phone numbers:

• Call phone numbers entered on the keypad
• Call external extensions added to your account
• Call other agents

When using Custom calls, you will be in Custom Call status, in which you cannot handle other calls.

Note: You can manage the visibility of these features one-by-one for Agents. You can also grant the right for Agents to access Custom Calls on a break.

Limitations

Custom calls offer limited functionality compared to other inbound or outbound calls.

• Custom calls are not connected to any customer record; they won’t appear in a customer’s history
• Custom calls have no dispositions
• Scripts and Tickets cannot be assigned to a Custom Call
• Custom calls cannot be transferred
• Custom calls are only covered in Statistics to a limited extent

Custom Call Record Handling

In the Outbound settings of your project, you can change how records are handled when a custom call is initiated with a keypad in the project.

In Custom call record handling, you can select:

• Without a record: In this case, these calls will remain as custom calls
• With record: When the agent initiates the call, the system will assign the call to a record in the project, and the agent will be navigated to this record. This call will count as a manual outbound call, and the agent can use the script or set dispositions. The call will be assigned to a record based on the phone number:
  • If a single match is found, then to the given record
  • If multiple matches are found, then the latest record
  • If no matches are found, then a new record is created
• With or without record: In this case, both options are shown to the agent; call as a custom call or as a record