06-20-2007 05:37 AM - edited 03-14-2019 12:58 AM
Gentlemen,
We have just cutover the last of our agents to the latest ICM version with the latest CAD version (7.1(2)).
During outbound campaigns users will receive the reservation call but will not receive a connection call and will stay on hold with the reservation call until we interevene by picking the call up a couple of times.
This has become a big issue. Any ideas?
06-20-2007 07:02 AM
Hi,
Have you create in the 'Device Target' for each telephone a label for the Outbound Dialer Routing Client?
Hope this helps,
Juan Luis
06-20-2007 07:11 AM
That would keep them from even getting the reservation call. They all have device targets configured to receive calls from all 3 outbound dialers.
06-20-2007 07:14 AM
But,have you create three labels, associated to each Device Target, for the three outbound Dialers?
Juan Luis
06-20-2007 07:23 AM
Yes, we have
07-01-2008 02:13 PM
Hi,
i've a similar problems with an IPCC Enterprise 7.1.
On the Router Log Viewer (on aw) i see many of this errors: "No default label available for dialed number MR_RC.PersonalCllback (ID 5011)"
and in the same time the outbound agents interested of this callback will put into reserved state but there isn't a real call to accept. The agent stay in reserved state for a minute the he is forced in not ready state from the PIM.
Is a big problem in our call center, do you have any suggestion about int?
Thanks in advance!
09-27-2007 05:32 AM
You must edit the Default layout to include some or all Outbound Option variables. These variables are prefixed with BA:
1. BAAccountNumber [200]
2. BABuddyName [201]
3. BACampaign [202]
4. BADialedListID [203] - Required for Preview and Direct Preview dialing modes in order for the Skip function to work
5. BAResponse [204]
6. BAStatus [205] - Required for all dialing modes.
7. BATimeZone [206] - Required for all dialing modes in order for the Callback function to work.
09-27-2007 10:17 PM
If you had used same agents for try and modify stuff then its good to clean your data by deleting un wanted stuff.
If you can re starting the engine after wards would be a good idea as well. Re starting the associated PG will be good too.
If it helps please rate.
Thanks,
Baseer.
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