With this update, administrators can enforce consistent queue selection across outbound calling. This ensures that outbound interactions are associated with the appropriate queue and reflected correctly in reporting.

What’s new

Administrators can configure a permission that requires agents to select a queue before placing a non-emergency outbound PBX call.

What this changes

Outbound PBX calls will follow a similar pattern to ACD calls – agents must choose a queue before dialing.

Why this matters

Requiring queue selection ensures that outbound calls are properly attributed, which improves reporting accuracy and supports more reliable analytics and operational decisions.