Setting up a strategy for Inbound and Outbound

[mark]

You would be targetting the agents by skill for both inbound and outbound, as long as the agent is in the relevent configured outbound agent group they will receive outbound calls. Having the inbound skill will route inbound calls.

Mark

[elwan]

Hi all,
Loaded the strategy for blended calls, agents are being targetted for inbound calls when it comes in, but when they are target for an outbound call, it only shows in CCPulse that ASM is being engaged but there is no actual call for. It seems that the cpd is not dialling the customer and the agents are still waiting for customer.
Is there something that we have missed? We have created a test campaign and a brand new calling list as well.
thanks.

[mark]

If you remove the inbound skill, do the agents take outbound calls like they normally would?
Have you tried to run the outbound campaign on its own?

Mark

[elwan]

hi guys,

thanks for all you help in regards to this topic. we have managed to run this using the existing agent group that is already set up for outbound dialling and give these agents with inbound skills. apparently, using the virtual agent group in OCM doesn't make an outbound call. their status in CCPulse are being ASM engaged, and the records in the dialling list are being answered by other agents not included in the virtual agent group.

thanks again all.

[tony]

...Late in the day but; Multi Channel Routing contains capabilities in both Inbound and Outbound.  I've not yet tried it myself, but it's suppose to do the trick out of the box, using ICW in IRD.... Apparently...

[victor]

Really? I better read up on it and fast!!! Right now, we are using blending in some of our call centers and I was wondering if there is something a bit more robust. A call inflow and outflow prediction algorithm based on the calling list and stats for inbound calls handled so far would probably be a better fit for us.

I am surprised that calling list data is not taken into account when working in blending mode - URS should be more aware of what is going on with the outbound part of the service.

Can someone show a sample of how to use ICW?

[elwan]

i'm interested with it as well. let me know of any outcome. cheers 

[natlonehat]

Hmmm...interesting stuff, can someone suggest a link or a doc where i can read up more on this... /??
Thanks