- For outbound calls, the agent dials the user using this number. If that user later calls back on the same number, the call connects to the same agent that originally called them.
- For inbound calls, when a new user dials this number, the call reaches whichever agent has this number set as its inbound number.
Note: For inbound calls, always include the country code (for example, +91 for India) while dialling.