Agent is taking a long time to dial outbound in the contact center

Symptom

Dialing outbound is taking longer than it should for a contact center agent to connect.

Applies To

• Virtual Contact Center agent console

Resolution

Have a contact center administrator do the following:

1. Login to the Virtual Contact Center - Configuration manager
2. Click 'users'
3. Click on the 'phone' tab
4. Navigate to the 'outbound calling' section
5. Change the 'calling line ID' to a valid number. It may show all 0's which would cause the dialing issue.

Cause

The agent's calling line ID may not be set to a valid number.