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Beginner

Horizontal dialing

Hi

The scenario I have is:

150 agents, with 150 skill groups. Each agent has its own skill group, and he is the only member in that skill group.

Dialer has 120 customers and they are refreshed on a daily basis. It means a different dialer list per day.

Dialing mode chosen by my customer is Direct Preview only.

The requirement is:

Customer A, Phone 1, Phone 2, Phone 3

Customer B, Phone 1, Phone 2, Phone 3

The expected behavior is to dial:

Customer A, Phone 1

If not successful: Customer A, Phone 2

If not successful: Customer A, Phone 3

Customer B, Phone 1

If not successful: Customer B, Phone 2

If not successful: Customer B, Phone 3

So far we've modified the following parameters in the Outbound Option Campaign:

Campaign configurations set to 1 MIN for all the RETRIES

Cache and Penetration were set to 1.

Maximum attempts: 1

The 'best' result so far has been with Maximum attempts equals to 2:

Customer A, Phone 1

If not successful: Customer B, Phone 1

If not successful: Customer C, Phone 1

Customer A, Phone 2

If not successful: Customer B, Phone 2

If not successful: Customer C, Phone 2

However this is NOT the desired behaviour and hasn't been accepted by the customer.

Is this really something we can do? How can we make the Outbound Option dial in the way we want?

5 REPLIES 5
Not applicable

Re: Horizontal dialing

What version of IPCC are you running?

Beginner

Re: Horizontal dialing

IPCC Enterprise 7.1.5

Beginner

Re: Horizontal dialing

hi

i know this post was from some time ago, but i was just wondering if you ever found a solution to this issue?

thanks

Highlighted
Beginner

Re: Horizontal dialing

Hi, as long as i remember we had no solution to it. not sure if customer now has a new version, what's you version?

Beginner

Re: Horizontal dialing

Hi,

Thanks for your reply.

We are running 7.5(9) and i am experiencing the exact same issue you had. i cant find any way to change the dialing behaviour to try all numbers for one customer record before moving on to the next.

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