Outbound Campaign Preview mode

[gen_den]

Hi Experts,

I have a requirement from client and it's like this.
I need a create a campaign which should run in PREVIEW Mode mapped to one calling list containing records. They have a custom field "LANGUAGE".
There are 2 agents in the agent group assigned to this campaign.  One speaks ENGLISH and other speaks Arabic.
The records in the calling list contains both customer with ENGLISH and ARABIC language.
Now they want that when ENGLISH agents manually fetches the record ENGLISH contact should go to that agent and if ARABIC agent fetches the record he should get ARABIC contacts. I could possibly think of solution with 2 different calling list and 2 different campaign for both language.

Also if i map 2 calling list to 1 campaign , can i customize the agent IWS somehow to give option to select the calling list?

I read the documentation of OCS and seems in PREVIEW mode this is not possible. This can be however achieved if i use PUSH PREVIEW or other modes of dialing.

can you please let me know by any way it can be achieved using PREVIEW MODE only?  Please suggest the better way to achieve this in PREVIEW mode.

[gen_den]

Hi All,

Just FYI, we implemented the solution with 2 campaign and 2 calling list pointing to same table and applied Language based filter on both calling list .
This was implemented in Preview mode.

Kindly let me know if anyone looking for more details for same.

Thanks

[cavagnaro]

What you are asking is to filter the Record_Chain request...there is no way to do that. What you did, create two CPMs/CallLists with filters for each and associate the same AG to both of them is the only way.
On Push could create a bottle neck as say you grab 3 records in a row for English but all your english agents are busy, so as in your routing strategy you are doing an IF then those records will go where as only free ones are Arab ones and those records where Pushed for them initially...that would create a possible problem. Would likely pass as bigger the groups are but would still have an impact.