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  • 1.  Outbound Dialler Settings - Minimum Agents in Idle before dialling

    Posted 07-13-2022 02:13
    No replies, thread closed.
    I have been searching high and low for an answer to this with no success, hopefully someone in the brain's trust can assist.
    I am trying to configure our outbound dialler campaigns so that the dialler doesn't kick in until there are two agents in Idle
    Our agents take inbound and outbound calls and we require at least one agent available for inbound
    I have tried rules with no success (but that could be because I didn't do it right!)
    Has anyone had any success with a fix for this one?
    #Outbound

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    Melinda Roberts
    Latrobe Health Services
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  • 2.  RE: Outbound Dialler Settings - Minimum Agents in Idle before dialling

    Posted 07-27-2022 22:24
    No replies, thread closed.
    You could use a precall rule to check the queue for agent availability and skip if there are not 2 available and idle.  You would probably want to limit lines to use at a very small number so it does not blow through all your contacts.  Other option is a web service that checks for the availability and toggles campaign on and off depending on value using the API.

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



  • 3.  RE: Outbound Dialler Settings - Minimum Agents in Idle before dialling

    Posted 07-27-2022 23:04
    No replies, thread closed.
    Thanks for the reply
    I did try a pre-call rule but it didn't work effectively but I haven't tried limiting the lines, I will try that avenue, hopefully I will  have some success

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    Melinda Roberts
    Latrobe Health Services
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    Original Message


  • 4.  RE: Outbound Dialler Settings - Minimum Agents in Idle before dialling

    Posted 07-27-2022 23:16
    No replies, thread closed.
    Yes, I fear the only way is to use a toggle of the campaign through a notification web service that is monitoring the queue.  Essentially, use the notifications API to look for a disconnect in the queue and if there are 2 or more agents available, kick on the campaign.  Keep checking until the availability is less than 2 and shut if off.

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

    Original Message


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