The 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 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:
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.
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