Purecloud - How do I Make an Outgoing Call in Purecloud?


Table of Contents

Place a call on behalf of a queue

When making an outgoing call you specify a contact number and which queue you will be making the call on behalf of.

Using the Genesys Cloud Address Book

An address book with useful contacts has been added into Genesys Cloud. This address book allows contacts like the AV Support duties to be easily called. When performing an outbound call you can search for one of these contacts and assign them. Below you can see the AVN duty and extended hours support line.

 Search for a phone number         Select phone number to call

How do mask my number in Genesys Cloud?

In Genesys Cloud it's important to correctly perform an outgoing call. If you don't your number won't be masked, and the customer will be able to call you back directly.

For more information on how to mask your number in Purecloud, check out this article - How to mask your number in Purecloud