Outbound dialer

Unanswered Question
Aug 7th, 2008
User Badges:

I have created a campaign where the personal callback option is enabled and alternate VDN option is provided.

Problem: When a personal callback occurs and if the preferred agent id is not available or not logged in, the call immediately goes to a dialed number which is assigned for alternate VDN.

My requirement is, dialer should try for the preferred agent id for 3 attempts, if all 3 attempts fail to reserve the preferred agent then only the call should go to the alternate VDN.

I am using ICM 7.2.3, preview mode dialer.

Any suggestions...

  • 1
  • 2
  • 3
  • 4
  • 5
Overall Rating: 0 (0 ratings)
b.hsu Wed, 08/13/2008 - 12:03
User Badges:
  • Silver, 250 points or more

You may do this by setting the Maximum Attempts to 3. You would need to change the campaign, restart the campaign, and then re-import a new dial list.


This Discussion