- Bronze, 100 points or more
I am using ICM 7.5.7. I have configured agent based campaign for outbound dialing. When dialer place any call to agent desktop agent can accept it and the call is also going to the customer. Both of they are able to talk each other.
Here the issue is when the call lands on agent desktop the IP phone is not ringing. Can any one help me on this.
Switch the dialing mode to preview direct. This is by far the superior method for preview.
When you use preview direct, the call is placed from the agent's phone to the customer directly once they press "Accept". This has many advantages, but the main one is that the agent hears all the progress tones at the other end. There is absolutely no point in making the dialer call the customer from a dialer port (VIP30) and then transferring the other end to the reserved agent. When Cisco came out with preview direct, I changed all my customers over to this method and reaped huge benefits.
Try it - you will understand. This is really a must.
We will come back to your other question in a bit.