8x8 Contact Center automatically assigns transaction codes to campaign calls when the destination party is not available to answer the call, or the call cannot be completed, such as when there is a busy tone or dead line. The new feature also identifies the calls that are answered by a machine. Auto-TCL works with Answering Machine Detection (AMD) service to identify such calls and automatically disposition them. It then moves onto the next call with minimal agent disruption. This feature allows agents to be more efficient with their time. Auto-TCL feature must be provisioned to the tenant. Administrators can then set it up in Configuration Manager.
If Auto-TCL is provisioned for your tenant, you can enable it at the campaign level.
To set up Auto-TCL for campaigns:
- Log into Configuration Manager and go to Campaigns.
- Click to edit or create a new campaign.
- Under Properties, select Automatically apply Transaction Code to System ended calls. Transaction codes record the outcome of each interactions using codes such as "Answer machine detected", "Call rejected", "Mobile number blocked", "Temporary failure", etc.
Note: Auto-TCL supports campaign calls only.