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Process Outbound Campaign Calls

The Virtual Contact CenterA contact center that enables agents to be located in different geographical locations yet managed as if they were located in the same physical location. Dialer is an automated outbound phone-based dialer that searches and retrieves a target call list from campaigns defined by the administrator. Campaigns are assigned to outbound phone queues, while agents are assigned to these queues. As an agent, when you change your status to Available, a campaign call is offered to you if you are a member of the queue a campaign is assigned to. The Control Panel on your Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. indicates an outbound call, and the Display Panel presents the contact record details for your preview. You can preview the contact record, and decide to start, reject (if permitted by administrators), or skip the call.

To process a campaign call:

  1. Change your status to Available in the Control Panel.
    A campaign call is offered.

    The Phone tab blinks red. The Display Panel presents the complete contact record for preview, while the Control Panel indicates an outbound call.
  2. After a quick preview of the contact record, you can decide to initiate, reject, or skip the call.

    Note: The Reject interaction button is disabled if your contact center administrator has not granted the permission. This prevents agents from rejecting the interactions they are offered.

    Note: If you do not accept the call within the timeout period, your status changes to On Break automatically.

  3. If autodial is set up by your contact center administrator, a preview of the campaign record is offered and triggers the preview countdown. A notification appears alerting a call is about to be placed if you do not take an action manually. The system then initiates a call automatically after the preview countdown times out. The minimum preview duration is 15 seconds.

    OR
    If the agent is connected via off-Hook the customer’s number will be called and they will be connected immediately. The interaction continues as normal.

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