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Processing Outbound Campaign Calls

The Virtual Contact CenterA contact center that enables agents to be located in different geographical locations yet managed as if they were located in the same physical location. Dialer is an automated outbound phone based dialer that searches, and retrieves a target call list from campaigns defined by the AdministratorThe person who uses the Configuration Manager to configure the contact center's resources and behaviors. An Administrator can be the Primary Administrator with unrestricted access to all the configuration objects or a Role Based Administrator with full or partical configuration rights.. 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 Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. indicates an outbound call. The display panel presents the contact record details for your preview. You can preview the contact record and decide to start, reject or skip the call.

To process a campaign call:

  1. Change your status to Available in the control panel.

    Figure 33: Agent Console, Campaign call offered

    The phone tab blinks. The CRM panel presents the complete contact record for preview while the control panel indicates an outbound call. After a quick preview of the contact record, you can decide to start, reject or skip the call.

    Note: If you do not accept the call within the timeout period, your status changes to On Break automatically.

  2. Click Start to initiate the call. Your phone rings.
    1. Answer your phone. 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 .

      Figure 34: Agent ConsoleControl Panel

    3. Click Options to see the 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.


  3. Click Reject to reject the call. You status automatically changes to Work Offline. The call is routed back to the queue for next available agent.


  4. Click Skip. This call skips and next call on the queue is offered.

    The skipped record is marked completed.

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