Agents Reserved on Outbound Campaign PCCE

[Ccoria1989]

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.

[Omar Deen]

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

[Ccoria1989]

Hi Omar

This is our admin script

Attached the Outbound config on Configuration Manager.

Regards.

[Edward Umansky]

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?

[Ccoria1989]

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.

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