Outbound Extensions

Outbound Extensions are registered SIP extensions that agents place outbound calls through, each presenting its own caller ID and optionally assigned to a skill or agent.

An outbound extension is a SIP extension registered for placing outbound calls and callbacks. Each one carries the caller ID the phone system presents for that extension, and can be assigned to a skill or an agent so only they are offered it. For a caller ID number that does not need its own registered extension, use an Outbound Number instead.

Accessing Outbound Extensions

Outbound Extensions is accessible to accounts with Admin permissions.

Navigate to Admin (System) > SIP Extensions
All outbound extensions are listed under Outbound Extensions; when none exist, No outbound extensions configured yet. is shown

Adding an Outbound Extension

Select the + icon in the Outbound Extensions header
Complete the following fields in the Add Outbound Extension window:

Field	Description
`SIP Extension`	The extension's SIP username, as configured on the phone system
`SIP Password`	The extension's SIP password
`Outbound ID Number (as defined in UC)`	The caller ID number configured for this extension on the phone system
`Outbound ID Label (for internal use)`	A name for the caller ID, shown to agents when they choose a number
`DID Assignment`	Who is offered this caller ID. Defaults to `Unassigned (Default)`. Select the pencil icon to assign it to one skill or one agent
`Pinned Number`	`Yes` keeps this caller ID at the top of the assigned agents' list in CCAC. Defaults to `No`

Select Save

⚠️
Registration Required on CallHub
On accounts using CallHub, an outbound call placed from an outbound extension that is not registered fails rather than moving to another extension, and the agent is told the selected number has no line available.

How Agents Use Outbound Caller IDs

Behavior	Description
Choosing a caller ID	Agents choose from the caller IDs available to them when placing a call in CCAC. Pinned numbers appear first
Default Outbound Number	Agents can set a caller ID that is pre-selected on every new call — see Default Outbound Number
Skill assignment	When the `Auto-Select Skill from Outbound Caller ID` voice setting is on, a call placed from a caller ID assigned to a skill is credited to that skill without prompting the agent
Callbacks	A skill's queue callbacks can present a specific caller ID — see Callback Caller ID

Accessing Outbound Extensions

Outbound Extensions is accessible to accounts with Admin permissions.

Navigate to Admin (System) > SIP Extensions
All outbound extensions are listed under Outbound Extensions; when none exist, No outbound extensions configured yet. is shown

Adding an Outbound Extension

Select the + icon in the Outbound Extensions header
Complete the following fields in the Add Outbound Extension window:

Field	Description
`SIP Extension`	The extension's SIP username, as configured on the phone system
`SIP Password`	The extension's SIP password
`Outbound ID Number (as defined in UC)`	The caller ID number configured for this extension on the phone system
`Outbound ID Label (for internal use)`	A name for the caller ID, shown to agents when they choose a number
`DID Assignment`	Who is offered this caller ID. Defaults to `Unassigned (Default)`. Select the pencil icon to assign it to one skill or one agent
`Pinned Number`	`Yes` keeps this caller ID at the top of the assigned agents' list in CCAC. Defaults to `No`

Select Save

⚠️
Registration Required on CallHub
On accounts using CallHub, an outbound call placed from an outbound extension that is not registered fails rather than moving to another extension, and the agent is told the selected number has no line available.

How Agents Use Outbound Caller IDs

Behavior	Description
Choosing a caller ID	Agents choose from the caller IDs available to them when placing a call in CCAC. Pinned numbers appear first
Default Outbound Number	Agents can set a caller ID that is pre-selected on every new call — see Default Outbound Number
Skill assignment	When the `Auto-Select Skill from Outbound Caller ID` voice setting is on, a call placed from a caller ID assigned to a skill is credited to that skill without prompting the agent
Callbacks	A skill's queue callbacks can present a specific caller ID — see Callback Caller ID

Updated about 17 hours ago