I have a preview campaign that has multiple contact phone numbers. When an agent gets the preview record, i'd like to be able to show specific data from the contact list that relates to the phone number that they could be dialing. I was hoping that I could use a pre-call rule that would store the current phone type, or current member type (Borrower / CoBorrower) and use that data to decide which contact list data to display in the script. However it looks like on preview campaigns, a pre-call policy runs through all the numbers on that contact 1st, before sending the record to the agent.
As an example, say Phone1 is of type BorrowerHome, and Phone4 is of type CoBorrowerHome. If i have a pre-call policy that says if Phone Type is BorrowerHome store Borrower to the CurrentPhoneType field in the contact list. If the Phone Type is CoBorrowerHome, store CoBorrower in the CurrentPhoneType field. Then use CurrentPhoneType in the script to determine what fields I want to display. This process works ok on non preview campaigns, but with preview, the CurrentPhoneType is always CoBorrowerHome (the last phone number record)
I see this note out on the Resource Center:
"A pre-call rule evaluation exception exists for ACD-routed preview calls. Rules that examine pre-call phone type or phone number when there are multiple contact columns are not evaluated for ACD-routed preview calls. That would not make sense, since an ACD-routed preview call is a single interaction, regardless it its type or other numbers in the record"
Seems like what i'm hitting, but confused as to why it's even evaluating the rule at all since the note says it would
not.
Any thoughts on how I could accomplish what I'm looking to do with this limitation?
Thanks!
Kris
#Outbound------------------------------
Krisinda Bleau
Principal Solution Engineer
ConvergeOne, Inc.
------------------------------