Our business is currently utilizing a power dialer to get in contact with potential customers. And essentially we utilize IPA work items after a Potential customer becomes an Actual customer. I am confident there is a way to do what the business is looking to change, however If an alternate method or process is available with similar results, please share! Current Process: There are times where the agent will need to call the Potential customer back at a later date/time. The agents are currently using a tasking system within our CRM to schedule and complete these follow ups. (Which is separate from the CIC programs) The record is removed from our power dialer if the agent is scheduling a personal follow up. When the agent is able to work on these tasks and manually call the potential customer back, they will log out of the power dialer to do so. To Be Process: Agents logged into a power dialer are automatically "logged out" or placed "on break" when an a reminder is presented. After the agent completes the reminder task or reschedules it, the agent will be logged back into the power dialer. Tasks for Implementation: Create a new IPA process for our Potential Customer follow ups. New IPA process must allow the user to set a reminder follow ups, at the User level. New IPA items should be able to be created by the user, WHILE logged into the power dialer. New IPA process will be able to "Grab" call attributes from a current Power Dialer Call interaction. (i.e. phone #, lead ID#, etc) NEW Changes will need to be made, so that when an IPA reminder is triggered due to the user being logged into system and the date/time scheduled for the IPA reminder being reached; a break request is sent to the dialer. Or temporarily log the agent out of current dialer workflow. (Could an out of box Handler be used or would 1 need to be created, that accomplishes this? Basically changes the agent's state and status in the dialer when presenting the IPA reminder that was previously scheduled) After the agent has finished with the presented IPA reminder, they are logged back into the power dialer workflow they were previously logged into. Same state and status they were previously in prior to the reminder task being presented.

I don't believe that there is an out-of-box handler that would do what you are looking for. Everything else looks completely possible. As an alternative to a custom handler, you may also want to look at using IceLib or something like that to control the status of the dialer (This, of course, assumes you are using Interaction Dialer). It would also be able to grab the attributes of the call using IceLib to use with process.