Advanced Dialing Options

Advanced Dialing enables you to assign an Account Code and designate a workgroup for outgoing calls.

Note: Designating a workgroup after you dial enables you to associate an outbound call with your workgroup. For more information, see Dial on Behalf of a Workgroup.

You can use Advanced Dialing Options if:

You selected Use Advanced Dialing on the Options menu.

Note: You can override the default setting for this option, by selecting or clearing this check box. When you log on, this setting defaults to the setting in Interaction Administrator. See Calls Configuration.

Your CIC administrator enabled Account Codes and configured at least one Account Code in Interaction Administrator.
You are a member of at least one workgroup.

Using the Advanced Dialing Options Dialog Box

If Advanced Dialing Options are appropriately configured, the Advanced Dialing Options dialog box appears when you start a call. Here are some things to note about the Advanced Options dialog box:

The Account Code and Workgroup drop-down lists default to the last values used in this dialog box.
If Account Codes are enabled in Interaction Administrator and the Advanced Dialing Options dialog box appears, an account code is required.

Note: There is no blank or <none> account code as there is in the Workgroup drop-down list. Your administrator can create a dummy account code for situations where a real account code does not apply; for example, a personal call. Contact your CIC administrator if you have questions about which account code to use.

Your CIC administrator controls the order of the account codes in the Advanced Dialing Options dialog box. Interaction Client can sort account codes either by code (number) or description. For more information, see Numerically Sort Account Codes.
A workgroup code enables you to associate an outbound call with your workgroup. Primarily used for administrative and reporting purposes, this feature enables the call to count toward an agent’s and the workgroup’s statistics. For more information, see Dial on Behalf of Workgroup.
The Workgroup drop-down list contains the names of the ACD workgroups in which you are currently active. For more information about setting your status to active, see Change Your Workgroup Activation Status.
You can set the workgroup code to <None> for calls not made on behalf of a workgroup.
You can only associate a call with a workgroup at the time the call is started.
After you dial on behalf of a workgroup, you cannot associate the call with another workgroup.
Even if Advanced Dialing Options are appropriately configured, if you don't have access to account codes and you deactivate your workgroup status, the Advanced Dialing Options dialog box doesn't appear.
If you enable Advanced Dialing Options and the CIC administrator enables single click dialing, you don't have to confirm you want to dial selected number. The Advanced Dialing Options dialog box takes the place of the Confirm Dial dialog box. Clicking Make Call in the Advanced Dialing Options dialog box is the same as clicking Yes in the confirmation dialog box.

Configuration Requirements

Your system must be appropriately configured in order for you to use Advanced Dialing Options. Also, your CIC administrator must configure this feature in Interaction Administrator before it is available to you.

In Interaction Administrator, your CIC administrator:

Configures and enables Account Codes.

Note: This configuration is not required if your CIC administrator wants you to designate only a workgroup name on outgoing interactions and not assign an account code.

Grants you access to all or some of the configured Account Codes.
(Optionally) Enables Advanced Dialing Options on your user record.

Assigns you to at least one ACD workgroup.