Cisco Support Community
cancel
Showing results for 
Search instead for 
Did you mean: 
New Member

Passing a ringing customer phone call to the agent

Hi,

I am using ICM for our outbound dialing and want to pass all calls to the agent as soon as the phone starts ringing. For now only calls that are connected are passed to the agent.....

any help will be appreciated......

Thanks

AV

3 REPLIES
New Member

Re: Passing a ringing customer phone call to the agent

Hi

Can you please explain in which mode you are operating dialer .

Regards

Irfan Tariq

New Member

Re: Passing a ringing customer phone call to the agent

Any mode will do... Preview or Progressive will work for me...

Green

Re: Passing a ringing customer phone call to the agent

You misunderstand how preview works.

The reservation call selects the agent and they have the opportunity to Accept, Reject or Skip the reservation call. They see the BAAccountNumner and, through an integration effort, other customer data if you like.

If they Accept, the dialer places the call to the customer from their phone (Preview Direct - the only method to use!) and hence the agent hears complete progress of the call.

Of course, the customer may not answer and after the configured number of rings, the Dialer will drop the call. Then a new reservation call associated with a new customer is sent to the agent and the process starts again.

Regards,

Geoff

122
Views
0
Helpful
3
Replies
CreatePlease to create content