Author Topic: Out calls before incoming calls - problem  (Read 465 times)

Offline WilanPL

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Out calls before incoming calls - problem
« on: May 16, 2020, 07:32:07 PM »
Hello

We have made a new outbound campaign which is for agents that also handle incoming calls.
The main assumption of this campaign is that incoming calls will ring only if there are no records for outgoing connections,
so we entered in the configuration parameter "inbound-agent-assignment-min-num" with -1 value.

however, this does not have the expected effect. we have a lot of abandons calls end we have a lot of incoming calls and only few outgoing :(

I will be grateful for any tips
« Last Edit: May 17, 2020, 07:40:07 PM by WilanPL »

Offline cavagnaro

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Re: Out calls before incoming calls - problem
« Reply #1 on: May 17, 2020, 11:06:06 PM »
Well... Tell us how do you expect your customers to know you are doing Outbound calls? Lol
Kinda unrealistic your thinking. Inbound calls you have no power or way to control when they happen. What you can probably do is to do some sort of logic where if the campaign is active send to a secondary agent group.
The parameter you mentioned is to reserve agents for a campaign to answer inbound calls, so why did you disable it?


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Offline WilanPL

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Re: Out calls before incoming calls - problem
« Reply #2 on: May 18, 2020, 02:53:42 PM »
hmmm, but according to the deployment:

"To prevent assignment to the inbound activity, the inbound-agent-assignment-min-num option should be set
to special value "-1". In this case, OCS assigns agents to the inbound activity only if the agents cannot be assigned
to any running associated Campaign Groups due to the restrictions imposed by the options regarding the agent
assignment (maximum number of assigned agents, waiting records, and so on.)"


The main goal of this special campaign are such that outgoing calls have priority over incoming calls.
These calls are answered by other agents.
Agents who are dedicated to this special campaign should only receive incoming calls if there are currently no records available for outgoing calls.

« Last Edit: May 18, 2020, 03:02:10 PM by WilanPL »

Offline WilanPL

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Re: Out calls before incoming calls - problem
« Reply #3 on: May 26, 2020, 08:12:33 PM »
ok i have information that it is not possible to do this. Close the topic