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IPCC - automatic outbound calls, increase timer in between calls

Publication Date:  2017-11-21 Views:  174 Downloads:  0
Issue Description



We have the following scenario:

The end user has set a automatic outbound dialing, however, in between calls the agents must follow some procedure that takes a little bit more time and the end user would like to increase the time interval from call to call.

Handling Process


For this request, we have the following 2 solutions, first one would be:

I. Set the hang-up status into "work"


1. After-hangup status

    Idle: When a call is terminated, the agent enters in the idle state and can receive calls.

    Work: When a call is terminated, the agent enters in the work state and proceeds with other operations. During this time, the agent does not receive any calls.

2. Auto answer:

    Yes: When receiving a call, the system automatically answers the call after the agent's phone rings twice.

    No: When receiving a call, an agent needs to answer the call by clicking the Answer button on the Agent Client web page.


II. Second solution: In order to achieve what the end user requires the following modifications need to be made in the user table:

1. Increase the value of OBSCALLINTERVAL and decrease the value of OBSCALLCOUNT.

2. As an example, OBSCALLINTERVAL is set to 60 and OBSCALLCOUNT is set to 10, this means that 10 calls will be dialed every 60 seconds.


This should be applied to every agent manually.

Solution

1. First solution would be to use work mode and stop receiving calls in order to proceed with other operation.

2. Second solution would be to modify the user table OBSCALLINTERVAL and OBSCALLCOUNT.

END