Launching Outbound Calls

You launch outbound calls using the Lookup mode of the Agent Application.

Read the Customer Details chapters to understand how to access and use the Lookup mode.

Information in this article is also available in the Buzzeasy Academy video below.

Call a customer already in the database

1. When in Lookup, select your Agent Workspace. This step might not be needed depending on the number of Agent Workspaces you have access to.

2. Search for the customer you would like to talk to. When found, click the customer record. The customer profile shows up with all fields as well as their previous task history.

3. Click the Call (phone icon) button to start the dialing process. In case the customer has multiple phone numbers registered, the Call button becomes a list; click the number you'd like to call.

4. Select a voice channel to launch the outbound call from. Click Start conversation on the available Voice Channels list. The customer will see the phone number associated to this channel as the originator of the call.

   When your supervisor defined a default outbound channel, or you have access to a single channel only, then you do not need to deal with channel selection.

5. Before dialing the customer, Buzzeasy first calls you. Accept the agent call leg in your voice application – Microsoft Teams or other – that opens its own call answer window on you screen.

   WebRTC-enabled agents need to click the green checkmark in the Buzzeasy Agent work area to accept a call.

6. Buzzeasy dials the customer and connect you to them. You can now talk.

Perform an ad-hoc outbound call

You can also dial a phone number of a party not yet registered in Buzzeasy's customer database.

1. When in Lookup, select your Agent Workspace. This step might not be needed depending on the number of Agent Workspaces you have access to.

2. Click or hover over the Plus (+) button at the bottom of the customer list and select the Phone button from the context menu. A new ad-hoc call dialog shows up.

3. Type or paste the phone number you'd like to quick dial.

4. Select a voice channel to launch the outbound call from. Click Start conversation on the available Voice Channels list. The customer will see the phone number associated to this channel as the originator of the call.

   When your supervisor defined a default outbound channel, or you have access to a single channel only, then you do not need to deal with channel selection.

5. Before dialing the customer, Buzzeasy first calls you. Accept the agent call leg in your voice application – Microsoft Teams or other – that opens its own call answer window on you screen.

   WebRTC-enabled agents need to click the green checkmark in the Buzzeasy Agent work area to accept a call.

6. Buzzeasy dials the customer and connect you to them. You can now talk.