How to Make an Outbound Call from the Agent Console

Cloud Call Center

Outbound Call Methods for Different Operation Modes and Scenarios

Outbound Call Method	Description	How It Works
Manual Dialing	Keypad dialing	The agent manually enters a number in the agent console and clicks Call, waits for the call to connect, and completes after-call work when the call ends.
Preview Dialing	One-at-a-time preview dialing	The system assigns tasks from a contact list and automatically dials them one at a time, making it suitable for high-value customer conversations.
Ratio Dialing	Fixed-ratio batch dialing	Calls are placed automatically in batches according to the agent-to-call ratio configured in the admin console (such as 1:2 or 1:3), then connected calls are routed to available agents.
Predictive Dialing	Algorithm-driven batch dialing	An algorithm predicts agent availability in real time and places calls in batches in advance. Busy signals and invalid numbers are filtered automatically, and only connected calls are routed to agents, enabling agent utilization of up to 90%+.