Outbound campaign problem

[haitham-ali]

Hi,

We've ICM 7.2.7 with outbound diallers and we have two campaigns running but the diallers just dial one of them while just few of attempt on the other one.

Did anyone face this problem? Please help

Regards

Haitham

[cvenour]

Hi Haitham,

Dialer ports are allocated based on the number of agents assigned and the current number of lines per agent to dial. So, if you have 2 campaigns - one with lots of agents, and one with a small number of agents - then the dialler will mainly dial the larger campaign.

If this is causing issues, you may want to allocate one campaign to one dialler, and the second campaign to the other dialler.

You can do this a few different ways, as described on page 111 of the Outbound Option Guide for 7.5 (don't worry, the info still applies to 7.2) - http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/outbound_option/outboundoption7_5/installation/guide/icm75otb.pdf

Regards,

Corey.

[haitham-ali]

Hi Corey,

Thanks for you'r reply. the two campains are IVR baised and the allocated no. of IVR ports for each campaign Are equal.

Regards

Haitham