Introduction

In operations where agents do not have the dial button enabled (manual dialing), it is still necessary to make specific calls to a particular number or to a number already contained in a variable (for example, the customer's registered phone number). For this scenario, wolkvox Studio includes the “Manual Outbound Call” component in Agent Scripting, which allows the call to be triggered automatically when the agent reaches that step of the script in wolkvox Agent.

Configuration

1. Double-click on the component to open the Configuration panel.
2. You will see the following fields:
   • In “Phone,” define which number will be automatically dialed when the agent reaches this step of the script:
     • Fixed number: type the number directly (useful for calls to a branch, a supervisor, an external internal line, etc.).
     • Variable: place a variable containing the customer's number (ideal when the phone number comes from a CRM, a previous query, a database, or a capture within the script itself).
     • Recommendation: ensure that the variable contains the number in the format expected by your operation (area code/length).
   • In “Customer id,” you can: Type the customer identifier or pass it through a variable. This is useful for maintaining contact traceability in reports and/or integrations.
   • In “Skill id,” define the ID of the agent queue (skill) with which you want the call to be associated in reports. This can be a fixed value or a variable.
     • Useful when the script is used in different contexts and you need to classify the outbound call by skill.
   • Configure “Caller ID” (only with white route): In “CallerId number (only for white route calls),” you can define the Caller ID, which is the number the customer will see on their screen as the incoming number.
     • This option only works if the telephone trunk has a white route.
     • If there is no white route, the behavior will depend on the trunk configuration and this value might be ignored.
   • Click “Save” to apply the component configuration.