Improve campaigns call handling

Improve your campaign call experience using the call handling features and services below. Some of these features will appear only when they are enabled by your contact center administrator:

Auto dial campaign calls after preview

If autodial is enabled by your contact center administrator, a preview of the campaign record is offered and triggers the preview countdown. The option to reject or skip the call is also offered during the preview. A notification appears alerting the agent that 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.

Enable Persistent Connection Mode

If your contact center administrator has enabled the Persistent Connection Mode, when you place an outbound call, the Persistent Connection Mode dials the destination right away eliminating the need to answer the call from your softphone or pick up the desk phone first. The call is connected right away. If also permitted by the administrator, agents can opt the Persistent Connection Mode in their profile. Go to Menu > Profile and select the desired mode.

Enable Answer Machine Detection (AMD) service

If your contact center administrator has enabled the AMD service for your campaign, it identifies machine-answered calls and sends a one-way message to the call routing to end that call and resolve it automatically. AMD is a learning service and needs some time to build an effective library of known audio samples before it reaches the maximum efficiency. Once the library is created, the AMD service resolves a machine-answered call quicker than the manual effort of an agent. AMD works in conjunction with our new Auto-TCL. The transaction code for such calls appears as "Answer machine detected" in CRM Cases or under Historical reports.

AMD resolves a machine-answered call when the following acceptance criteria are met:

  • There is an active interaction on an outbound call (non-active interactions include wrong numbers, numbers not in use, system messages).
  • The call has a campaign ID from an AMD-enabled campaign.
  • The elapsed time of an identified call can be terminated within the locally-configured threshold (two seconds in UK and US).

Note: The AMD service is only applicable to the calls routed via campaigns, but not the outbound calls placed by an agent.

Detect TCPA-listed phone numbers via Carrier Call Blocking (CCB)

If your contact center administrator has enabled CCB for your campaign, the campaign dialer checks whether the outbound call’s phone number is listed on TCPA list. When it detects a TCPA-listed phone number, the CCB terminates the call. A transaction code such as "Mobile number blocked" or "DNC blocked" is then generated by the system and recorded in the call log via Auto-TCL.

Enable agents Auto Answer

Note: Auto Answer is currently on limited availability. Contact 8x8 Support for more help.

If your contact center administrator has enabled Auto Answer for an agent, every phone interaction that is offered to an agent is automatically connected eliminating the need to accept it manually. This new configurable option enhances agents efficiency by quickly connecting the calls and reducing the number of clicks an agent has to make. Auto Answer also helps prevent agents from rejecting or missing calls on their workplace phone . For details see our content to enable agents Auto Answer.

Assign Automatic Transaction Codes (Auto-TCL) to campaigns

If your contact center administrator has enabled Auto-TCL for your campaign, 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. This also includes identifying 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.

When you run a campaign, the campaign dialer begins calling numbers fed from the CRM. When it detects a TCPA-listed phone number, the CCB terminates the call. A transaction code such as "Mobile number blocked" or "DNC blocked" is then generated by the system and recorded in the call log via Auto-TCL.

Note: Auto-TCL supports campaign calls only.

Allow agents to skip campaign calls while on Auto Answer

If your contact center administrator has enabled the skip campaign option, 8x8 Contact Center allows agents the option to skip the campaign calls when being offered.

To Skip Campaign calls:

  1. Log in to Agent ConsoleClosedVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions..
  2. Change your status to Available.
  3. When a campaign call is offered, click the Skip button. The next call will be offered.