Setting up agent outdial in Webex Contact Center

See also

Sources

1. 1
   Outdial numbers are limited to a maximum of 18 digits.

   Make an outdial call · Make an outdial call > notes on number format · Checked 2026-09-30
2. 2
   Agents cannot outdial to extension numbers or to entry point numbers.

   Make an outdial call · Make an outdial call > notes on number format · Checked 2026-09-30
3. 3
   An agent can obtain the number for an outdial call from the address book, by entering it on the dial pad, or by selecting a person from the organization directory.

   Make an outdial call · Make an outdial call > procedure, step choosing Address Book, Dialpad or Organization · Checked 2026-09-30
4. 4
   Before an agent can make an outdial call, the administrator must enable outdial in the agent's desktop profile and configure the outdial flow, and manual dialing requires dial pad permission.

   Make an outdial call · Make an outdial call > Before you begin · Checked 2026-09-30
5. 5
   An agent can choose a caller ID from the Select Outdial ANI drop-down on the desktop; otherwise the default ANI is used.

   Make an outdial call · Make an outdial call > procedure, Select Outdial ANI step · Checked 2026-09-30
6. 6
   Agents can make outdial calls from the Available or Idle state but cannot start an outdial call while on an active inbound voice call.

   Make an outdial call · Make an outdial call > Before you begin / notes · Checked 2026-09-30
7. 7
   An invalid number format, unsupported country code or dial plan restriction causes the desktop to show an error notification that includes a tracking ID.

   Make an outdial call · Make an outdial call > error notifications · Checked 2026-09-30
8. 8
   An outdial ANI list cannot be deleted while it is associated with any entity, such as a desktop profile.

   Manage Outdial ANI · Manage Outdial ANI > Delete an outdial ANI · Checked 2026-09-30
9. 9
   Because every usable outdial ANI must be a number mapped to an entry point, a customer who calls back the displayed caller ID reaches that number's inbound entry point flow.inferred

   Manage Outdial ANI · Manage Outdial ANI > Contact Number (combined with inbound entry point mapping behaviour) · Checked 2026-09-30
10. 10
    An outdial ANI list has a name and description in General Settings, and a Configured ANIs section in which each entry has a name and a contact number.

    Manage Outdial ANI · Manage Outdial ANI > Create an outdial ANI > General Settings and Configured ANIs · Checked 2026-09-30
11. 11
    Numbers in an outdial ANI list must be dial numbers assigned to entry points; the contact number drop-down shows only dial numbers mapped to entry points.

    Manage Outdial ANI · Manage Outdial ANI > Create an outdial ANI > Contact Number · Checked 2026-09-30
12. 12
    Outdial ANI lists are created in Control Hub under Services > Contact Center > Desktop Experience > Outdial ANI, by clicking Create Outdial ANI.

    Manage Outdial ANI · Manage Outdial ANI > Create an outdial ANI, step 1 · Checked 2026-09-30
13. 13
    To make an outdial ANI list available to an agent, the administrator adds the list to a desktop profile and assigns that profile to the agent.

    Manage Outdial ANI · Manage Outdial ANI > introduction · Checked 2026-09-30
14. 14
    The Bridged Transfer activity is not supported in outbound call flows.

    Understand Routing and Queueing in Webex Contact Center · Understand Routing and Queueing > transfer activities note · Checked 2026-09-30
15. 15
    When creating a channel in Webex Contact Center, Outdial Telephony is available as a channel type, and an outdial entry point is created as a channel of that type.

    Set up a channel · Set up a channel > Create a channel > Channel type · Checked 2026-09-30
16. 16
    If an agent does not select a specific outdial ANI for an outdial call, the customer's caller ID shows the default outdial ANI dial number.

    Set up voice settings for Webex Contact Center · Set up voice settings > Default Outdial ANI · Checked 2026-09-30
17. 17
    Administrators set the organization's Default Outdial ANI in Control Hub by choosing a number from the Default Outdial ANI drop-down in the contact center voice settings.

    Set up voice settings for Webex Contact Center · Set up voice settings > Default Outdial ANI · Checked 2026-09-30
18. 18
    By default, the first dial number mapped to an entry point is displayed as the Default Outdial ANI; if no dial number is mapped to an entry point, the field shows Not Configured.

    Set up voice settings for Webex Contact Center · Set up voice settings > Default Outdial ANI · Checked 2026-09-30
19. 19
    A dial number must be mapped to an entry point to be available as the Default Outdial ANI.

    Set up voice settings for Webex Contact Center · Set up voice settings > Default Outdial ANI · Checked 2026-09-30
20. 20
    The organization-wide default outdial ANI is used unless a default ANI is configured within an outdial ANI list linked to the agent's desktop profile, which overrides it for those agents.

    Set up voice settings for Webex Contact Center · Set up voice settings > Default Outdial ANI > note · Checked 2026-09-30
21. 21
    Two default dial plans are provided, US and Any Format, whose regular expressions can serve as models for custom dial plans.

    Manage dial plans · Manage dial plans > default dial plans (search index text) · Checked 2026-09-30
22. 22
    A contact center dial plan defines validation criteria for the dial number an agent uses to sign in to the Agent Desktop and for the numbers an agent dials for outdial.

    Manage dial plans · Manage dial plans > introduction (search index text) · Checked 2026-09-30
23. 23
    Dial plans are created under Services > Contact Center > Desktop Experience > Dial Plans with Create Dial Plan, and each dial plan requires a name and a regular expression describing valid numbers the agent enters.

    Manage dial plans · Manage dial plans > Create a dial plan (search index text) · Checked 2026-09-30
24. 24
    A dial plan can carry a prefix, such as 1 for US long distance, that the system adds to the number when the agent omits it.

    Manage dial plans · Manage dial plans > Create a dial plan > Prefix (search index text) · Checked 2026-09-30
25. 25
    The desktop profile's Address Book field selects the address book available to the agent.

    Manage desktop profiles · Manage desktop profiles > Voice settings > Address Book · Checked 2026-09-30
26. 26
    The desktop profile's Dial Pad toggle controls whether agents can dial numbers manually using the dial pad.

    Manage desktop profiles · Manage desktop profiles > Voice settings > Dial Pad · Checked 2026-09-30
27. 27
    Desktop profiles are created in Control Hub under Services > Contact Center > Desktop experience > Desktop profiles, by clicking Create desktop profile.

    Manage desktop profiles · Manage desktop profiles > Create a desktop profile · Checked 2026-09-30
28. 28
    The current Manage desktop profiles article does not document a dial plan field in the desktop profile, so where a dial plan is attached to agents in today's Control Hub is not confirmed by a fetched vendor source.inferred

    Manage desktop profiles · Manage desktop profiles > Voice settings (absence of any dial plan sentence on a targeted read) · Checked 2026-09-30
29. 29
    The desktop profile's Outdial ANI field selects the outdial ANI list of phone numbers the agent can use as caller ID for outdial calls.

    Manage desktop profiles · Manage desktop profiles > Voice settings > Outdial ANI · Checked 2026-09-30
30. 30
    When Outdial is enabled in a desktop profile, the administrator chooses from a drop-down the outdial entry point the agent uses to make outdial calls.

    Manage desktop profiles · Manage desktop profiles > Voice settings > Outdial entry point · Checked 2026-09-30
31. 31
    In a desktop profile's voice settings, the Outdial toggle enables the agent to make outdial calls.

    Manage desktop profiles · Manage desktop profiles > Voice settings > Outdial · Checked 2026-09-30
32. 32
    An outdial entry point can use either a routing strategy or a flow.

    Set up a channel · Set up a channel > Entry point settings (outdial) · Checked 2026-09-30
33. 33
    Phone numbers are associated with inbound entry points under Services > Contact Center > Customer Experience > Channels by creating an inbound telephony channel and selecting its numbers and location.

    Set up voice channels for Webex Contact Center · Set up voice channels > inbound entry point configuration · Checked 2026-09-30
34. 34
    In the outdial entry point settings the administrator chooses the outdial queue for the outdial entry point from a list.

    Set up a channel · Set up a channel > Entry point settings > Outdial queue · Checked 2026-09-30
35. 35
    The Set Caller ID activity can set the ANI based on the DNIS, the operation type or the participant type.

    Build and manage flows with Flow Designer · Build and manage flows > Call control activities > Set Caller ID · Checked 2026-09-30
36. 36
    Using a flow on an outdial entry point enables advanced configurations such as screen pop and customizing the ANI, which are not available with a routing strategy.

    Set up a channel · Set up a channel > Entry point settings (outdial) > flow note · Checked 2026-09-30
37. 37
    A flow for an outdial entry point should not end with a Disconnect Contact activity, because it ends the flow and prompts wrap-up while the outdial call is still connected.

    Build and manage flows with Flow Designer · Build and manage flows > Support for workflows in Outdial Entry Point > note · Checked 2026-09-30
38. 38
    Flows for outdial voice contacts support HTTP Request, Condition, Parse, Set Variable, Business Hours, End Flow, Screen Pop and the PreDial event, with event handlers such as PreDial and AgentOffered.

    Build and manage flows with Flow Designer · Build and manage flows > Support for workflows in Outdial Entry Point · Checked 2026-09-30
39. 39
    Flows for outdial voice contacts do not support Queue Contact, Queue To Agent, Callback, Queue Lookup, Advanced Queue Information, Blind Transfer, Escalate Call Distribution Group, IVR Message, Menu or Survey.

    Build and manage flows with Flow Designer · Build and manage flows > Support for workflows in Outdial Entry Point · Checked 2026-09-30
40. 40
    In an outdial flow the PreDial event is used to set the caller ID with the Set Caller ID activity, which must be used only in PreDial event flows as the terminal activity of that event flow.

    Build and manage flows with Flow Designer · Build and manage flows > Support for workflows in Outdial Entry Point; Call control activities > Set Caller ID · Checked 2026-09-30
41. 41
    The Set Contact Priority activity is unsupported for outdial and campaign contacts.

    Build and manage flows with Flow Designer · Build and manage flows > Set Contact Priority > error code 48 · Checked 2026-09-30
42. 42
    A desktop profile can have at most 10 dial plans.

    System limits in Webex Contact Center · System limits > configuration limits > Desktop profiles / Dial plans row · Checked 2026-09-30
43. 43
    An organization can have at most 400 outdial ANI lists, each with at most 200 entries, and at most 2000 outdial ANI entries in total.

    System limits in Webex Contact Center · System limits > configuration limits > Outdial ANI rows · Checked 2026-09-30
44. 44
    An organization can have at most 1000 active outdial entry points.

    System limits in Webex Contact Center · System limits > configuration limits > Oudial entry points / Active row · Checked 2026-09-30
45. 45
    Webex Contact Center automatically provides an entry point named Outdial Transfer to Queue, used for transferring outbound calls to queues.

    Set up a channel · Set up a channel > note on Outdial Transfer to Queue · Checked 2026-09-30
46. 46
    A dedicated Webex Calling location is created for Contact Center PSTN, and Cisco does not support endpoint devices in the same location as Webex Contact Center PSTN.

    Set up voice channels for Webex Contact Center · Set up voice channels > Location configuration · Checked 2026-09-30
47. 47
    Webex Contact Center voice supports four PSTN options: Webex Contact Center PSTN, Cloud Connected PSTN, Local Gateway and Cisco Calling Plan.

    Set up voice channels for Webex Contact Center · Set up voice channels > PSTN options · Checked 2026-09-30
48. 48
    When Outdial queue is selected as the contact direction, the channel type field is disabled, with telephony used for outdial queues.

    Create and manage queues · Create and manage queues > Create a queue > Channel type · Checked 2026-09-30
49. 49
    An outdial queue is created in Control Hub under Services > Contact Center > Customer Experience > Queues by selecting Outdial queue in the Contact direction field.

    Create and manage queues · Create and manage queues > Create a queue > Contact direction · Checked 2026-09-30
50. 50
    Practitioners report that the outdial queue used for agent outdial is required but does not necessarily need agents assigned.field report

    Configuring and Using Outdial in Webex Contact Center · Configuring and Using Outdial > configuration requirements, item 2 · Checked 2026-09-30
51. 51
    Before creating a queue, sites, teams, user profiles, multimedia profiles and skill definitions must be configured.

    Create and manage queues · Create and manage queues > Before you begin · Checked 2026-09-30
52. 52
    An outdial queue is a holding place for outbound customer contacts that need to be assigned to an agent or dial number for an outbound interaction.

    Create and manage queues · Create and manage queues > Contact direction > Outdial queue description · Checked 2026-09-30
53. 53
    If an outdial entry point uses a routing strategy instead of a flow, outdial features such as flow selection, music and outdial queues cannot be customized.

    Set up a channel · Set up a channel > Entry point settings (outdial) · Checked 2026-09-30
54. 54
    Webex Contact Center PSTN is available in the contiguous United States and Canada only.

    Set up voice channels for Webex Contact Center · Set up voice channels > PSTN options > Webex Contact Center PSTN · Checked 2026-09-30
55. 55
    Queues are created in Control Hub under Services > Contact Center > Customer experience > Queues by clicking Create queue.

    Create and manage queues · Create a queue procedure, steps 1 to 3 · Checked 2026-09-30

Documents

Cite this page

WarmTransfer. (2026, September 30). Setting up agent outdial in Webex Contact Center. WarmTransfer. https://warmtransfer.net/guides/wxcc-outdial-setup

@misc{warmtransfer-wxcc-outdial-setup,
  title  = {Setting up agent outdial in Webex Contact Center},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/guides/wxcc-outdial-setup},
  note   = {Verified 2026-09-30}
}