Configure Outbound Skills for Agents

Agent configuration requirements depend on the number of outbound skills assigned to the agent:

• Single outbound skill: No additional configuration is required. Agents can make outbound calls immediately.

• Multiple outbound skills: Additional permissions are required to allow agents to select and save a default outbound skill.

Configure Profile Permissions

The steps vary based on the Salesforce profile layout used in your organization.

If your profile uses the classic permissions layout

1. In Salesforce, go to Setup > Profiles.

2. Select the agent profile.

3. Under Custom Object Permissions, locate UserSkillSettings.

4. Enable the following permissions:

   • Read

   • Create

   • Edit

   • View All Records

5. Click Save.

6. Under Field-Level Security, locate UserSkillSettings and click View.

7. Verify that Read and Edit access are enabled for the following fields:

   • DefaultOutboundPhoneSkillId

   • User

8. If access is not enabled, click Edit, select the required permissions, and then click Save.

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If your profile uses the Object Settings layout

1. In Salesforce, go to Setup > Profiles.

2. Select the agent profile.

3. Select Object Settings.

4. Locate UserSkillSettings and click Edit.

5. Enable the following object permissions:

   • Read

   • Create

   • Edit

   • View All

6. In the field permissions section, verify that Read and Edit access are enabled for:

   • DefaultOutboundPhoneSkillId

   • User

7. Save your changes.

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