Preview and Progressive Campaign

[inva]

Hi,

This is the first time I write here I hope you can help me... This is the problem we are facing:

We have agents in preview and progressive campaign groups at the same time. In both campaigns we can have  (campaign) scheduled records for the same time. The schedules are done from agent desktop application developed with AIL.

So, when the scheduled time arrives and one agent is available, dialing is ordered for proggresive record and the preview record is sent to the agent. Once the agent receives preview record he is no longer available for the call that it's being dialed and if custormer answers the progressive call has to wait for an agent available.

We have tried to schedule progressive records for HH:MM:30, and preview records for HH:MM:00, but GSW_DATE_TIME ignores seconds, and all records are scheduled for HH:MM:00.

Is any way to schedule records for HH:MM:30 from AIL application? Or can you imagine any other workaround so we can avoid progressive records being dialed in these situations? We have thought about configuring minimum of two agents available before starting progressive dialing, but this is not the intended behaviour.

Thank you in advance.

[René]

Hi,

I would say it's more organization issue then dialer ones as you combine two different modes (manual and automatic) and expect the system to cope with this somehow...

Have you thought about using dialer in ASM mode (progressive with seizing) when agent is engaged before outbound call is made?

R.