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Community Member

Agents stuck in reserved or "talking" state in outbound campaign

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?

7 REPLIES
Gold

Re: Agents stuck in reserved or "talking" state in outbound camp

Hi,

Have you create in the 'Device Target' for each telephone a label for the Outbound Dialer Routing Client?

Hope this helps,

Juan Luis

Community Member

Re: Agents stuck in reserved or "talking" state in outbound camp

That would keep them from even getting the reservation call. They all have device targets configured to receive calls from all 3 outbound dialers.

Gold

Re: Agents stuck in reserved or "talking" state in outbound camp

But,have you create three labels, associated to each Device Target, for the three outbound Dialers?

Juan Luis

Community Member

Re: Agents stuck in reserved or "talking" state in outbound camp

Yes, we have

Community Member

Re: Agents stuck in reserved or "talking" state in outbound camp

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!

Community Member

Re: Agents stuck in reserved or "talking" state in outbound camp

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.

-- best regards, Igor

Re: Agents stuck in reserved or "talking" state in outbound camp

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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