Would it be possible if I can restrict the dial-out to a contact only for the case when the assigned skill-group on the IVR campaign does have an agent available.
Or i can put a condition at the admin script that can check the availability of the agent and then only make outbound call?, as i have assigned a skillgroup on the routing script
Yes, this can be done in your admin script
You'll have an IF node checking the availability of the agents, if available, send the success branch to a Set Variable node where you'll give the OutboundPercent value of 100... if no agents are available, send the failure branch to a Set Variable node where you'll give the OutboundPercent value of 0
Screen shot attached
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Please see the attached screen shots.
Node 95 is the IF node
Node 94 is the next logical step if the condition is true
Node 96 is the next logical step if the condition is false
Node 97 is the OutboundControl, which in this case I'm using PROGRESSIVE_ONLY
checks the agent availability and based on outbound
percentage allocated the call is dialed outbound, is that a correct
Yes, correct. See my previous post that has screen shots
My only worry is that the call might be abandoned on that admin script if
agents are not available, secondly since we are using blended solution so
the agent might get busy on another call and the outbound call might get
That won't happen. Inbound is king and takes priority over outbound. Since these are blended agents, you can have blended queues and send those calls to the same queue as your inbound calls.
one last thing what is the point of giving that skillgroup on the campaign
configuration page, does it has anything to do with the skillgroup on admin
Yes, that's the correlation - they need each other.
We tested two scenarios
1. set Day of the week or time condition to dial out specific condition.
Put OutboundPercent to 0 and OutboundControl to INBOUND to stop specific Day or time. To run set 1 to 100 % and Dialing mode.
2. We can’t check the agent availability for IVR based campaign. Only possible in Agent-based campaign.
Agent-Based campaign: The Dialer process continually monitors peripheral skill group statistics from the CTI Server for an available agent
IVR based Campaign: The Dialer initiates a call to the customer. The RTP stream is analyzed and voice is detected.
Based on the IVR selection we can route to Skill Group for agent transfer.