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  • 1.  Answering Machine Functions and Call Dispositions

    Posted 10-14-2022 11:43
    No replies, thread closed.

    Hi All,


    I would like to know how to configure Answering Machine detection with three different dispositions.

    Scenario 1:

    1. Outbound Campaign dialed on the first attempt:

    - The System will detect it and disposition the call. This will not go to the Agent. 

    2. Outbound Campaign dialed on the 2nd attempt:

    - The System will detect it and send it to the Agent with screen pop and play the wav file on the Answering Machine. Custom scripter will disposition the call based on the Agent's entry. 

    3. Outbound Campaign dialed on the 3rd attempt:

    - The System will detect it and send it to the Agent with screen pop and leave a live message on the Answering Machine. Custom scripter will disposition the call based on the Agent's entry. 

    *** I would like to know how to set all these and strategy can change t where o Agent will leave a live message first or play wav file. 

    How to send the call to Agent if it's an Answering Machine?

    Thank you so much.


    #Outbound

    ------------------------------
    Rechelle McConnell
    CHRISTIAN BROADCASTING NETWORK
    ------------------------------


  • 2.  RE: Answering Machine Functions and Call Dispositions

    Posted 10-15-2022 18:15
    No replies, thread closed.
    I would send the answering machine calls to an Outbound Flow that will be table to look at the attempts made and decide to leave a message or not or transfer to an agent.  When the call is transferred to the agent, pop a screen that will allow the agent to send the call to a secure IVR to play a greeting to for them to leave a live greeting.  Let me know if you need more info on this.

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

    Original Message


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