Cross-posted from Routing:
A portion of our agents currently work a blended environment where the percent of agents working inbound or outbound is dynamically changed based on inbound call volume. However, agents sometimes spend a significant period of time in reserved state before they can take inbound calls again. Is it possible to run a dialer VRU campaign where connected calls enter the VRU and are then sent as high priority calls to a queue node? This could potentially treat each outbound call like an inbound call and minimize time agents spend in reserved state. Are there any technical limitations or considerations that would discourage us from implementing this? Is there a predictive dialing method for VRU campaigns such that we would reduce the number of dials in periods of high inbound volume?
