Hi

The scenario I have is:

150 agents, with 150 skill groups. Each agent has its own skill group, and he is the only member in that skill group.

Dialer has 120 customers and they are refreshed on a daily basis. It means a different dialer list per day.

Dialing mode chosen by my customer is Direct Preview only.

The requirement is:

Customer A, Phone 1, Phone 2, Phone 3

Customer B, Phone 1, Phone 2, Phone 3

The expected behavior is to dial:

Customer A, Phone 1

If not successful: Customer A, Phone 2

If not successful: Customer A, Phone 3

Customer B, Phone 1

If not successful: Customer B, Phone 2

If not successful: Customer B, Phone 3

So far we've modified the following parameters in the Outbound Option Campaign:

Campaign configurations set to 1 MIN for all the RETRIES

Cache and Penetration were set to 1.

Maximum attempts: 1

The 'best' result so far has been with Maximum attempts equals to 2:

Customer A, Phone 1

If not successful: Customer B, Phone 1

If not successful: Customer C, Phone 1

Customer A, Phone 2

If not successful: Customer B, Phone 2

If not successful: Customer C, Phone 2

However this is NOT the desired behaviour and hasn't been accepted by the customer.

Is this really something we can do? How can we make the Outbound Option dial in the way we want?