I have an outbound campaign in preview mode.

I have rules assigned and I have do not allow skip in preview.

my rules , route based on skill .  When the campaign calls the first time everything works the rules are applied and its routed to the agent with the appropriate skill.   Awesome everything working as expected!  

BUT

If the consumer is not there then we wrap up the call that invokes a call back.  
The following callbacks do not follow the campaign rules and the call is routed to an agent with the skills to take the call.

also the following callbacks ignore the skip in preview mode as well.

Has anyone else ran into this ?
#Outbound

------------------------------
Stephen Ward
Calibrus
------------------------------

Hi Stephan,

Believe it or not, this is expected behaviour for outbound campaigns.

The rule-scheduled and agent-scheduled callbacks don't follow the campaign rules. So the interaction is routed to any agent available in the queue. The other issue is that the skip button becomes active even if the campaign manager has disabled it.

There is an idea for this in the ideas portal:
https://purecloud.ideas.aha.io/ideas/CLOUT-I-215

------------------------------
Paulo Mesquita
Spark NZ Trading
------------------------------

Original Message:
Sent: 12-13-2019 14:04
From: Stephen Ward
Subject: rules not being applied

I have an outbound campaign in preview mode.

I have rules assigned and I have do not allow skip in preview.

my rules , route based on skill .  When the campaign calls the first time everything works the rules are applied and its routed to the agent with the appropriate skill.   Awesome everything working as expected!

BUT

If the consumer is not there then we wrap up the call that invokes a call back.
The following callbacks do not follow the campaign rules and the call is routed to an agent with the skills to take the call.

also the following callbacks ignore the skip in preview mode as well.

Has anyone else ran into this ?
#Outbound

------------------------------
Stephen Ward
Calibrus
------------------------------

Thanks for the response.

Not what I wanted to hear.  Still seems like a bug to me .

------------------------------
Stephen Ward
Calibrus
------------------------------

Original Message:
Sent: 12-14-2019 05:33
From: Paulo Mesquita
Subject: rules not being applied

Hi Stephan,

Believe it or not, this is expected behaviour for outbound campaigns.

The rule-scheduled and agent-scheduled callbacks don't follow the campaign rules. So the interaction is routed to any agent available in the queue. The other issue is that the skip button becomes active even if the campaign manager has disabled it.

There is an idea for this in the ideas portal:
https://purecloud.ideas.aha.io/ideas/CLOUT-I-215

------------------------------
Paulo Mesquita
Spark NZ Trading

Original Message:
Sent: 12-13-2019 14:04
From: Stephen Ward
Subject: rules not being applied

I have an outbound campaign in preview mode.

I have rules assigned and I have do not allow skip in preview.

my rules , route based on skill .  When the campaign calls the first time everything works the rules are applied and its routed to the agent with the appropriate skill.   Awesome everything working as expected!

BUT

If the consumer is not there then we wrap up the call that invokes a call back.
The following callbacks do not follow the campaign rules and the call is routed to an agent with the skills to take the call.

also the following callbacks ignore the skip in preview mode as well.

Has anyone else ran into this ?
#Outbound

------------------------------
Stephen Ward
Calibrus
------------------------------