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New Member

Agents Reserved on Outbound Campaign PCCE

Hi

We have an Outbound campaign on PCCE with SIP Dialer, our campaign is predictive but when we start the campaign many agents change their states to "Reserved" for 8 minutes and then they receive the call.

This situation is randomly, sometimes the campaign works fine, but many times the campaign presents that behavior.

Our PCCE is 9.x

I hope you can help me.

Regards.

4 REPLIES
Silver

Agents Reserved on Outbound Campaign PCCE

What's your admin script look like? More specifically, can you tell us the value of your formula for OutboundPercent?

New Member

Re: Agents Reserved on Outbound Campaign PCCE

Hi Omar

This is our admin script

Admin_script.jpg

Attached the Outbound config on Configuration Manager.

Regards.

Re: Agents Reserved on Outbound Campaign PCCE

Can you clarify what you mean by reserved? Are they actually reserved by the dialer with a reservation call visible on their desktop, or do they enter a "Reserved" state with no call but times out after about 30 seconds?

New Member

Re: Agents Reserved on Outbound Campaign PCCE

Hi Ed

The CTIOS agent desktop shows the state "Reserved" and the agents does not receive call After 8 minutes, the agents talk with customer and then they should wait another 8 minutes in "Reserved"

Regards.

Sent from Cisco Technical Support iPhone App

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