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Outbound dialer

I have created a campaign where the personal callback option is enabled and alternate VDN option is provided.

Problem: When a personal callback occurs and if the preferred agent id is not available or not logged in, the call immediately goes to a dialed number which is assigned for alternate VDN.

My requirement is, dialer should try for the preferred agent id for 3 attempts, if all 3 attempts fail to reserve the preferred agent then only the call should go to the alternate VDN.

I am using ICM 7.2.3, preview mode dialer.

Any suggestions...

1 REPLY
Silver

Re: Outbound dialer

You may do this by setting the Maximum Attempts to 3. You would need to change the campaign, restart the campaign, and then re-import a new dial list.

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