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  • 1.  Preview campaign without ACD inbound calls...

    This message was posted by a user wishing to remain anonymous
    Posted 09-15-2010 14:29
    Hi. In our company we have have team A on-call workers, which sometimes works on scripter.net with our custom scripts, which is preview campaign. To get new records in our scripter, we must set status from campaign call to some with ACD (ex. Available), but then they can have inbound calls. It is very frustrating. When in our script I change status to Available, No ACD - no inbound calls, but also no new records in scripter. How can I disable inbound calls during work in scripter.net in our custom scripts or campaign rules? Help me and sorry for my english.


  • 2.  RE: Preview campaign without ACD inbound calls...

    Posted 09-15-2010 22:18
    Hi Kovaristo, It sounds like you are using a blended queue for in and outbound campaign. When the agent that is on an outbound campaign that uses a queue with inbound calls this is normal behavior. Remove the inbound calls from the queue (or create a separate queue for the outbound calls) make sure the agents do only have the outbound queue in their active list (2.4 / 3.0) and you should not have this issue.


  • 3.  RE: Preview campaign without ACD inbound calls...

    Posted 09-15-2010 22:31
    btw: available - No ACD means that you are not available in the ACD, what is required to receive new calls from dialer or inbound calls through the Queue.


  • 4.  RE: Preview campaign without ACD inbound calls...

    GENESYS
    Posted 09-15-2010 22:50
    Hi, Kovaristo. As NiteOwl pointed out, If you don't want the outbound agents get inbound calls at all, simply don't allow inbound calls to be queued to the workgroup queue the outbound agents are included. If you do that, the inbound calls always get priority over outbound calls. This is the expected behaviour when working in dialer preview mode.