How do you define outbound numbers for a project?

Even the most inbound-focussed agent will need to make outbound calls from time to time. The Number selection logic in projects lets you determine what numbers the outbound calls come from.

To add outbound numbers to the project:

1. In the project settings, go to the Number selection logic section.
2. Click the Add numbers link. 

The numbers in the Add numbers dialog are shown in the following order: Listed first are available numbers , then numbers already in use in a group, and without a group. In the Add numbers dialog: Optionally, use the Search function to find the number. Click to tick the checkbox for the numbers you want to add to the project. Click the Save button.

If you later want to add or change the outbound numbers selected for this project, click the Edit link after the Phone numbers heading.

If you have at least one outbound number assigned to the project, you can then make selections about which number should be used for outbound calls.

Selecting the number for the first call

To choose the outbound number used for the first call to each contact used by this project:

1. Click the Number for first call drop-down list.
2. Click to select the number to use. Alternatively, select Random or Regionally random.
   • Random. Each call will be assigned a random outgoing number from the list of selected numbers.
   • Regionally random. Each call will still be assigned randomly, but if calling a landline, the random selected number will try to match to the region it is calling to.

It is possible that a contact may have been called previously by another project. If that is the case, you may want to use the same number used in that project. If so:

1. Click to tick the checkbox for Keep the number used in the previous call to a contact.

Selecting the default logic for calls after the first

After the first call, the project's outcomes might decide which number should be used for the next call. If the previous outcome did not specify an outbound number, or if the number selected is not available to the project any more, the outbound number falls back to the default Outbound caller id selection logic.

1. Click to select the Outbound caller id selection logic as follows:
   • Random. Each call will be assigned a random outgoing number from the list of selected numbers.
   • Different number for each contact attempt. Each call to a contact will use a different outbound number when possible.
   • Regionally random. Each call will still be assigned randomly, but if calling a landline, the random selected number will try to match to the region it is calling to.

Agent outbound numbers

When creating an agent account, you can assign an outbound number to that agent . The final setting in the Number selection logic determines how that number interacts with this project.

1. Click the If agent has an outbound number configured in a profile drop-down list. Select:
   • Use agent number if you want the agent's phone number to override the number selection logic.
   • Use project number if you want the project settings to override the agent's number when working on this project.