Preview Dialing

[Vivek]

Has anyone done preview dialing? I am trying to develop an application which should do preview view dialing.

[Vic]

Vivek, what would you like to know?

IT is relatively easy to make because all you do is react to an event, and request a dial

[jjavierv]

I have the same question... and another one: how do I request the dial? "PreviewDialingModeStart" 

[Daimonas]

Outbound communicates to its clients by user events, in this case your desktop application connected to T-Server would be the client. You would want to configure the agents/DNs,Queues,Campaigns the same way you would configure a normal predictive or progressive campaign.

Then to set up preview dialing, you would change the "Dialing mode" in Preview either in OCM or CME. When the campaign is started, the desktop clients will receive a user event with all the information to who, what, when and where the call should be dialed.

Refer to the Oubound Reference manual for futher details on the exact events and attributes you need to attach to complete the dial.

[jjavierv]

Ok, thanks, but I get that part... the thing is that when I have a campaign running in PreviewDialing, when I request a record I receive all the attached data, the question is how I tell to begin dialing that customer?

[cavagnaro]

Just capture the GSW_PHONE and dial it (TLine.TDial), there is no automatic way as agent decides when to dial, that is the basis of Preview dialing mode

[jjavierv]

Ok.  Thanks for clearing that up.

[jjavierv]

I have another question....

For example, I Tdial a phonenumber from a requested record using PreviewRequest, the call result will be detected and saved or I have to program that part also?

[cavagnaro]

The agent will have to save the result, the automatic way only works on Progressive or Predictive dialing methods.

[jjavierv]

Now everything is clear.  Thanks 

[jjavierv]

Another question (just to be sure)... in this Dialing Mode, after I save the Call Result through my application, Treatments will respond as well as they do in Predictive/Progressive Mode?  Or there is anything else? 

[cavagnaro]

No nothing else 

[jjavierv]

[move]I have a new "Preview Question"!!![/move]

I was wondering if there is any possibility (or if it is healthy) to send the same attached data back, the same one I receive when I issue a "Preview Record Request", during an established "Tdial" call.

Why I need that? I am working with a Voice Recording Service that senses the attached data sent by Genesys, and relates it with the VoiceCall Data.  It happens that way with Progressive/Predictive, obviously in Preview this does not happen, so I want to simulate it.

If there is another suggestion, welcome!

[victor]

One liner reply - why would it be bad?