Calls going into help mode..

Vikram Kachale · ‎10-03-2008

Hi,

We have Cisco OUTD and the problem we are facing is some of the calls are going into HELD mode after landing onto agents extension after accepting the call its going into HELD mode and after I disconnect same call I recieve same call again ( you can say call back for same customer for whome the dialer has placed call which is eplained above).But after getting a calback there is no voice in that.

Regards,vikram

irisrios · ‎10-09-2008

What dialing mode you are using?

Is there a query rule associated with the campaign?

Cisco Unified Outbound Dialer:

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/ipcc_enterprise/srnd/7x/c7outbnd.html

cvenour · ‎10-09-2008

>calls are going into HELD mode after landing onto agents extension

The dialler places a reservation call to the agent, which should AUTOMATICALLY be placed on hold by the CTI client.

The dialler then places an outbound call to a customer. If the call is successful (not an error number, not busy, etc), the call is then bridged to the agent, and the agent will be speaking to the customer.

Regards,

Corey.