Make an outbound preview campaign call
The following table explains the agent experience in different modes.
Mode | Description |
---|---|
Preview |
The Agent clicks the Campaign icon—Accept or Skip the contact. Accepting the contact launches an outdial call for the contact. |
Standard Preview |
Once the agent becomes available again, the dialer attempts to reserve the agent for the campaign by placing a reservation call. After the agent has answered the reservation call, they start seeing a preview pop over with customer details, which the agent can:
|
Direct Preview |
Once the agent becomes available again, the dialer attempts to reserve the agent for the campaign by placing a reservation call. After the agent has answered the reservation call, they start seeing a preview pop over with customer details, which the agent can:
|
For both Standard and Direct previews, the system allows additional configuration to control the agent experience at the campaign level. Administrators can:
- Set the duration of the time-out and specify the automated action to take at time-out, such as skipping, accepting, or removing a contact.
- Disable the
Skip
and/orRemove
options by configuring the campaign, so that these actions aren’t available in preview.
Before you begin
Agents must be in Available
state to accept an outbound preview campaign call.
1 |
Sign in to Webex Contact Center Desktop. |
2 |
(For Standard and Direct Preview mode), the system automatically pushes contacts to the agent when the agent becomes available and accepts the reservation call for the campaign. The campaign contact dialog box appears with the customer's contact information.
|
3 |
The agent can review the customer's contact details and then select any one of the following:
|
4 |
If the agent accepts the call, the system calls the customer and disables the campaign contact icon. |
5 |
The preview campaign call contact card in the task list pane shows the campaign call label, contact icon, configured details, and a timer for elapsed time since the preview call started. |
6 |
The call displays as Ringing. If the administrator enables the end call feature, the ringing status is replaced with the Cancel button in the contact card request. |
7 |
If the attempt fails, agents can simply accept another call in campaign contact dialog box that appears. Optionally, if the call reaches answering machine detection (AMD) or voicemail after ringing, agents can leave a voicemail manually. If the contact center has reached the maximum limit for concurrent calls set for the data center or tenant, you can't make more calls, and the corresponding reason codes display on Desktop. For more information on the maximum limit for concurrent calls, see Make an outdial call. |