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  • 1.  Preview calls delivered as callbacks are not honoring auto-answer

    Posted 05-27-2020 15:27
    Is it correct that Preview calls which are callback interactions do not auto answer?  This seems like a huge efficiency flaw to have dialer agents have to pickup preview calls if they aren't allow to skip them and they are set for auto answer for all other media types.
    #Outbound

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    Michael Shrall
    Avtex Solutions, LLC
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  • 2.  RE: Preview calls delivered as callbacks are not honoring auto-answer

    Posted 06-01-2020 12:36
    Preview calls are manual dials, so can't be Auto-answer by definition.  Callbacks are not any different.  Currently, callbacks are not dialed by the dialer, but presented as manual dials to the agent like a preview dial.  If the auto-answer is required, I would suggest a web service that delays insert into a Predictive/Progressive campaign.  That would allow the delay like a callback and the auto-answer like you are wanting.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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    Original Message


  • 3.  RE: Preview calls delivered as callbacks are not honoring auto-answer

    Posted 06-05-2020 16:48
    Hi Robert,

    We are running into the same issue, can you provide little more information on your suggestion ?

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    Shwetha Ravichandran
    Pulse Services Inc.
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    Original Message


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