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  • 1.  Preview Dialer - ability to block manual calls

    Posted 09-25-2023 14:31


    We currently use Preview Dialer on some Outbound campaigns and Manual for others. We'd like to know if it is possible to set up an agent to only be able to dial from the Preview Dialer? Basically we want to block an agent's ability to make or receive calls outside of Preview Dialer.




    Marc Moynan
    Canadian Dealer Lease Services Inc

  • 2.  RE: Preview Dialer - ability to block manual calls

    Posted 09-28-2023 01:08

    You can create a site that only allows them to call 911, but I feel that the Preview Mode has no trunk control like Predictive, so it may still use the user's site for dialing and if that is required, then you have to give them the ability to dial out across the board.  There is no permission to restrict them from that.  Now, what you could do is have a trigger for the user and watch for calls that are dialed and if it is not an outbound dialer call, then run an API that disconnects it.  Essentially, you are letting them dial, but if the call is not related to a campaign, then it will not allow them to connect.  

    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects

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