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  • 1.  Previrew Dialer Mode Behavior

    Posted 04-29-2018 18:23
    No replies, thread closed.
    This is something we realized with the dialer, we need to confirm how to change this:

    In a preview dialer mode, if you have 10 agents in a queue and they are all available, here is the situation we see:

    1. The first agent gets offered an outbound interaction
    2. The second agents will not get offered another outbound interaction until the 1st agent answer the interaction (either pickup or reject)
    3. Repeat for all the agents in the Queue.

    We did setup one campaign that make the offering timeout to 200 seconds, the 1st agent can hold up answering the call, and this will prevent all the other agents from receiving any outbound interactions…

    Did you notice the same behavior, did you find a setting helping to prevent this?


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    Eric Dauphinais
    Quovim C3
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  • 2.  RE: Previrew Dialer Mode Behavior

    Posted 05-09-2018 15:15
    No replies, thread closed.
    First guess is that you have Max Lines per Campaign set to the default of 1. If you want 10 agents to be busy on that one campaign all at one time, this must be bumped up to at least 10 (probably more depending on your answer rate on a preview campaign since the intent of a preview campaign is to have a few calls that won't be answered by the far end). 

    If that's not it, share your other settings for this campaign please.

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    Brad Noon
    Telecommunications Administrator
    Iowa Student Loan Liquidity
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  • 3.  RE: Previrew Dialer Mode Behavior

    Posted 05-09-2018 15:21
    No replies, thread closed.
    I just realized this was in PureCloud discussion. Not sure if my answer will apply. I am familiar with the CIC product and have not been involved in the cloud solution yet. Sorry about that.

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    Brad Noon
    Iowa Student Loan Liquidity
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    Original Message


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