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  • 1.  routing callbacks to available agents on the outbound campaign queue

    Posted 11-04-2025 04:53
    No replies, thread closed.

    hello we have a situation where we have an outbound campaign and working with predictive dialling mode, sometimes a callback rings on agent even if he is handling a normal call and if the agent didn't answer the callback interaction the system show him as not responding and the callback doesn't route to any other available agent, how can we handle such behaviour and how to block callbacks to come to agents when they are already interacting on another call and make the callback route to any available agent instead


    #Routing(ACD/IVR)

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    Salah Salah
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  • 2.  RE: routing callbacks to available agents on the outbound campaign queue
    Best Answer

    Posted 11-04-2025 14:54
    No replies, thread closed.

    Hello Salah,

    You may want to check your organization's Utilization settings. You should make sure that agents are only handling 1 call at a time and that nothing else is allowed to interrupt them while they are on a call.



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    Jason Kleitz
    Online Community Manager/Moderator
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  • 3.  RE: routing callbacks to available agents on the outbound campaign queue

    Posted 11-05-2025 05:27
    No replies, thread closed.

    as you can see we already configured the utilization for agents to handle only 1 call and 1 callback and can't be interrupted by any other interactions type, however, they are still getting sometimes 2 calls at the same time one is a normal call and the other is a callback, can this be due to the usage of predictive mode in outbound campaign?



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    Salah Salah
    ------------------------------

    Original Message


  • 4.  RE: routing callbacks to available agents on the outbound campaign queue

    Posted 11-13-2025 09:27
    No replies, thread closed.

    Hello Salah,

    Your Utilization settings look correct. You may want to open a case with Product Support to check on why the agents are being routed calls while they are currently handling a Voice interaction. If you do, please share the case number so that I can help monitor the case internally.



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------

    Original Message


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