In this release, we have introduced the ability to autodial campaign calls when an agent has spent all the preview time without taking an action. Autodialing campaign calls after previewing a campaign record is controlled by a campaign setting.
Prior to this release, agents handling a campaign could view the campaign record for the specified preview period and manually start, reject, or skip the interaction. They were not forced to take the interaction in the time allowed. Additionally, the need for a manual action to initiate a call was repetitive and inefficient. With the autodial feature, however, at the end of the preview time if no action is taken, calls are initiated automatically eliminating the need for manual action by the agent. The Virtual Contact Center administrators can enable autodialing for each campaign when an agent’s preview countdown ends. The minimum preview duration is 15 seconds.
To set up autodial for campaign calls after preview:
For Timeout Action, select the Dial Call option.
Timeout action allows the system:
Note: By default, the No action option is selected.
To understand the campaign behavior in Agent Console, let's assume that the agent is a member of the queue to which a campaign is assigned:
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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