Process campaign calls

The 8x8 Contact Center 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.

If the agent is a member of multiple queues, and the AgentClosedAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. whisper is set up for the tenant, Agent whisper informs the agent, upon connection, about the connected call. Let’s say John serves support calls as well as sales calls. Upon connection, the system plays a brief message stating if it is a sales or a support call. In Auto Answer mode, specially agents do not have time between calls. The whisper helps them identify the context of the call even before the customer information pops for preview, thus allowing them to prepare for the call. Agent whisper messages can be heard on both inbound and outbound calls. Agent whisper is only played for the agent. The agent and customer can talk to and hear each other while the whisper is playing. For details, see our content about Agent whisper for phone queues.

The Control Panel on your Agent ConsoleClosedVirtual 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. If Auto Answer is enabled, you are notified of the feature as soon as you log in.
    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. In Auto Answer mode, agents receive an audio prompt to alert them of the call as it connects. The Auto Answer feature is visually indicated with an A in the phone tab which persists in all agent states.

    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.

    • To initiate the call, click Start. Your phone rings.
      1. Answer your phone. The destination number dials automatically if a default phone is selected.
      2. In the absence of a default phone number, select a destination number to dial from the drop-down list of numbers.
      3. Click Options to see processing options, such as playing a pre-recorded message, recording the conversation, or selecting a transaction code.
      4. Select a desired option, and complete the call.
    • To reject the call, click Reject. Your status automatically changes to Work Offline. The call is routed back to the queue for the next available agent.
    • To skip the call, click Skip. The call skips, and the next call in the queue is offered.
      The skipped record is marked as completed.

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