UCCE 10.X Outbound Dialer

[Nizar Abuseni]

Hi,

Is it possible to configure the outbound dialer so that when we have a list of customers from a different countries, the outbound dialer selects an Agents who has a skill for that specific country for language purpose?

Thanks,

Nizar

[Chintan Gajjar]

What outbound mode you are using?

agent Campaign or IVR campaign?

regards

Chintan

[Nizar Abuseni]

Hi Chintan,

Agent Campaign.

[Chintan Gajjar]

You can create multiple Import rule, query rule and campaign to achieve this.

lets say that you want english speaking customer to talk to english speaking agent.

The English speaking Agents are under skill group say English_SG.

now you can try this steps to achieve the scenario.

1) create a dialing list by gathering all english speaking customer in to single list.

2) create import rule and map this list to import rule.

3) create query rule, and above created import rule to query rule.

4) create a campaign sy English_CMP and assign above created Query rule.

5) in the same campaign configuration in skill group selection tab, assign English_SG(english speaking agents) and in the Dialed Number box create a dial number which will be used by MR PG to reserve the agents.

6) for the same dialer number, schedule a reservation script and select LAA from English_SG

thats is you are done at this point.

same thing you can try for other languages, by creating different campaign and query as well as import rule.

i hope you have got the basic concept on how this can be achieved.

Regards

Chintan

[Nizar Abuseni]

Hi Chintan,

Thanks for your reply.

But what if the dialing list contains mixed customers, lets say Spanish, English and french. Can we achieve same as above by differentiating using country code?

I need the UCCE to know if this number country code is for example 1 then this call should be routed to English skilled Agent and so on.

Thanks,

Nizar

[Chintan Gajjar · Accepted solution]

hmm, you can do that. lets assume that you want to segregate contact based on country code.

you can try this, under the Import rule definition you can add a custom field called CountryCode. when you create a list add country code also as comma separated value.

Create a query rules based on country codes.

English_Query_Rule

assign created import rule and under rule clause define condition to fetch only the customer whose country code is X. e.g.

and assign this different query rules to appropriate skills by creating multiple campaigns.

Regards

Chintan

[Nizar Abuseni]

Thanks Chintan