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Configuring and Using Outdial in Webex Contact Center
By Mark Wilson | 60 Min Video
While inbound customer interactions are the primary focus of most contact centers, many agent roles also require the ability to place outbound calls to follow up on customer issues, conduct research, verify information, or provide proactive support. Understanding how Agent Outdial works—and how it differs from outbound campaign functionality—is essential for administrators, supervisors, trainers, and support teams.
In this video, we explore the purpose and practical applications of the Agent Outdial feature in Webex Contact Center. You’ll learn how to configure outdial settings, understand common use cases, and empower agents to effectively use the feature in their day-to-day operations. We also clarify the key differences between Agent Outdial and outbound campaign capabilities, helping organizations choose the right solution for their business needs.
By the end of this video, you’ll be able to confidently configure Agent Outdial, explain its functionality to end users, and support agents in leveraging the feature to improve customer service and operational efficiency.
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Configuring & Using Outdial in Webex Contact Center
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Important Points Mentioned:
- Outdial in Webex enables agents to make outbound calls with control over the displayed caller ID, critical for customer recognition and call routing.
- Outbound campaigns involve algorithm-driven bulk dialing designed to maximize agent utilization without flooding customers.
- Configuring Outdial in Webex requires: a call flow, an outbound queue (without necessarily assigned agents), a default tenant ANI, and a desktop profile enabling Out Dial permissions.
- Caller IDs must be valid, provisioned Webex calling numbers; agents may choose among multiple ANIs, if configured, to enhance call authenticity across different business lines.
- Flows are highly customizable, allowing dynamic caller ID assignment, event-driven pop-ups, and post-call surveys.
- Desktop profiles restrict agent dialing capabilities, ensuring compliance such as preventing international calls or limiting manual number entry.
- Webex Analyzer offers dedicated Outdial real-time and historical reports, and users can build custom visualizations for more granular monitoring.
- Practical use cases include callbacks from closed interactions and integration with Webex Directory for internal calls.
FAQs About Using Outdial in Webex Contact Center
What is the main difference between Outdial and outbound campaigns?
Outdial is agent-initiated single outbound calls, focusing on caller ID control, whereas outbound campaigns use automated dialing algorithms to contact multiple customers efficiently.
Can agents manually enter any number when making Outdial calls?
This depends on desktop profile settings. If manual dialing is disabled, agents must choose from preconfigured address books or directories, thereby restricting calls to approved numbers.
How is the caller ID determined for Outdial calls?
Whether the Outdial call is placed from one tenant to a PSTN number in the same or a different tenant, the name of the Entry Point appears to be provided as the Caller ID Name or CNAME.
When calling to a different provider such as a cellular provider, it is dependent upon the CNAME setting by the Provider. Different providers may offer different methods to set this value.
For example, IntelePeer offers an API to allow administrators to define the CNAME setting. IntelePeer also offers features such as Reputation Management to support CNAME and other settings.
We had a SIP Provider that had similar behavior. Calls within the provider provided the CNAME based on configurations that we controlled. Calls that traversed to other networks, especially cellular providers, required additional services to support a custom CNAME.
Is it possible to block international calls for Outdial agents?
Yes, by disabling manual dial in desktop profiles and limiting allowed numbers in the address book, administrators can control dialing permissions. More granular restrictions occur on the Webex calling side.
How can I monitor what Outdial calls agents made?
Use built-in Webex Analyzer reports (IDs 1193 and 1198) or import custom visualization JSONs to filter and analyze Outdial call metrics and agent activities.
Instructor Bio:
Mark’s experience started with hardware and desktop support, eventually migrating to Server and LAN Administration and developing cable modem systems and ISP Services.
Mark then joined SLI (named CCTI at the time) in 1999, teaching Cisco courses on routing and dial-up networking (yes –analog modems). He feels that he got into voice backwards by teaching courses on Cisco ICM before migrating to Call Manager, Unity, and CRS (an early name for UCCX), which created opportunities to teach a few courses in Europe.
Several years later, Mark was offered a chance to work for Avaya, focusing on large contact center customers. He worked there for 10 years as a sales engineer and architect. That was followed by an opportunity to return to his roots performing support for networking, voice, small contact centers, and other contract services.
Mark’s current focus is contact center courses, but given how many different areas he has worked, he reserves to right to teach other technologies.