Outbound "Transfer to IVR" with choice to talk to the live agent

[nvong]

We are using the Outbound Campaign that first a "called customer" will listen to a recorded "Sales Promotion" from IVR which also offers the customers a choice to select whether they want to talk in more detail with our live agent.

Using the "Transfer to IVR" Campaign mode, the system treat the IVR ports that we specified as agent for Outbound Control algorithm. It does not depend on the live agent status. Instead of checking for available IVR Port, is there any way or work around that I can set the dialer to dial out only if the live agent is in "ready" state.

Thank you in advance.

[shayonasul]

Try using the dialer in 'predictive' mode. As in predictive mode a call is placed only after reserving an agent first.

HTH,

Sulabh

P.S.: Please rate helpful posts.

[nvong]

Thank you very much,

I have tried both "predictive" and "progressive" mode. But seems like it always treats the IVR ports that assigned in Campign Configuration"Skill Group Selection" Tab as an agents.

[dchumbley]

The Transfer to IVR campaign considers the ports to be agents. The only real way to do this would be to run an Admin Script that turns on/off the Dialer Campaign if there are agents available in the Skill Group