Processing Campaign Calls

The 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 queues while agents assigned to these outbound queues process campaign calls. On initiating a campaign, an agent in Available status is offered a campaign call. The control panel indicates an outbound call, while the display panel presents the contact record details. The agent previews the contact record, accepts, rejects or skips the campaign call.


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