Outbound dialer

Unanswered Question
Aug 7th, 2008
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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...

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b.hsu Wed, 08/13/2008 - 12:03
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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.

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