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.

When making an outgoing call you should always call on behalf of a queue, this allows the call to be masked. Otherwise, the call will be from you personally and allow the customer to see your number.

Like incoming calls, outgoing calls are made through the interactions panel.

1. Open the interactions panel and then click the phone symbol.
   
   
   
   
2. Enter a queue to call on behalf of.
   
   
   
   
3. Enter the name or number of who you want to call.
   
   
   
   
4. Press the green phone button to complete the call.
   
   
   
   
5. If the button is greyed out, the number hasn't been set. You can resolve this by pressing enter in the number field box or selecting the user from the dropdown. This will put a box around the number and the button will turn green ready for the call.