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  • 1.  Predictive to Progressive for a "niusance" call

    Posted 08-24-2023 08:30
    No replies, thread closed.

    All - I have a situation where I want the following to happen and I need to know whether it is possible or not. On an outbound call in Predictive mode the call comes and and if there is no agent available the call is queued. If the customer decides to disconnect the call before being put through to an agent and is classed as a "nuisance" call the call goes onto a DNC list. The dialler then tries to call the customer back but to instead of calling the customer back in Predictive mode it calls the customer back in Progressive mode instead. Is this possible ?


    #Outbound

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    richard craig
    British Telecommunications PLC
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  • 2.  RE: Predictive to Progressive for a "niusance" call

    Posted 09-04-2023 23:47
    No replies, thread closed.

    Not if you place it on a DNC list and use the same campaign.  You either need to move that contact to another campaign that does not reference the same DNC list or use a queue column in the list instead to allow the manipulations you want.  



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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    Original Message


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