Initiating a call (using a hardphone) in Agent Workspace
- Helen Griffith
Using Agent Workspace you can make an outbound call to contacts including interaction plans, short codes, VCC agents, and other types depending on your account's integrations, such as VBC contacts and Microsoft Teams, users, and auto-attendants. You can initiate calls using either a softphone — such as WebRTC — or a hardphone — such as a desk or mobile phone.
Agent Workspace with WebRTC
For information about initiating a call in Agent Workspace using WebRTC, see Making and receiving calls using WebRTC in Agent Workspace.
To initiate an outbound call, click to dial any valid phone number in the Agent Workspace — in a chat message, a CRM record, or a previous interaction record. Alternatively, use the contact panel.
Initiating a call using click to dial
You can initiate a call to any clickable phone number in Agent Workspace. This could be the number of a contact you have interacted with before or someone you are currently communicating with via chat, for example. Previous contacts' numbers may appear in interaction history or in the insights panel, or current contacts may send their numbers in chat messages. In all scenarios, if the numbers are valid (in E.164 standard format), they will be clickable.
To initiate a call to any clickable number within Agent Workspace, click on the number. This action opens the keypad within contact panel, with the selected number already entered and ready for dialing. Click Dial.
E.164 standard format
Only valid phone numbers are clickable. To be valid, a phone number must be presented in E.164 standard format — for example, +441234567890 rather than 01234567890.
Click to dial while on another call
If you click a clickable number while you are already on another call, an error message will appear. You must end your current call before making a new one.
Initiating a call using contact panel
Click the contact panel icon 
in the navigation bar. Contact panel appears.
If you have a large number of entries in your account, the contact panel may take a few seconds to load.
The contact panel contains two tabs — address book and keypad.
You can use the address book or the keypad to identify the VCC agent, external contact, interaction plan, short code, or other type of contact, you want to call. For information about using the address book and keypad, see Using the address book and keypad in Agent Workspace.
- Using the address book, when you have located the entry you want to call, if the entry is available, hover over their entry.
As you hover, the entry is highlighted and a phone icon
appears. To initiate the call, click the icon. - Using the keypad, when you have entered a number, click Dial.
Proceeding with the call
When you make the outbound call, your telephone handset starts ringing and a Cancel button appears in the call bar.
At lower screen resolutions, the Cancel button is replaced with an x button.
- To cancel the call, click Cancel. The call ends.
- To continue making the call, accept the call on your telephone handset. When the call is connected to your intended contact, you will be able to interact with the contact and control the call using various options in the call bar and elsewhere in Agent Workspace.
For information about controlling calls in Agent Workspace, see Controlling a call in Agent Workspace.
For general assistance, please contact Customer Support.
For help using this documentation, please send an email to docs_feedback@vonage.com. We're happy to hear from you. Your contribution helps everyone at Vonage! Please include the name of the page in your email.