Outbound calls to target specific agent

[Vikram_Joshi]

Hello,

I have Outbound 8.x Voice setup in my environment and following is a new business requirement for me...

The calling list of a campaign contains a field 'X' which stores the name of an agent (which is a part of the agent group associated with this campaign). When a campaign is run (predictive/preview) we want the call for a particular record to target the agent whose name has been mentioned in the field 'X'. We do not want this record to go to any other agent in case the specific agent is not logged in.

Scenario:

Campaign Name: Camp1
Agent Group Name: AgentGroup1
Agents belonging to this agent group: Agent1, Agent2, Agent3, Agent4

Calling list associated with this campaign contains a field named 'agent_name'. This field may contain any 1 of the following values for a single record.
Agent1
Agent2
Agent3
Agent4

Agent 1 is the only agent logged in for this campaign. Remaining 3 agents are logged off.

When the campaign is run in preview/predictive mode:
Agent1 should receive ONLY those records which have 'Agent1' as the value of field 'agent_name' in callinglist. This agent should not receive any records for which the column agent_name has values Agent2 OR Agent 3 OR Agent4

From URS / OCS point of view: How do we achieve the fact that a particular record is routed to a particular agent (As mentioned in above requirement)?

If solution is nit practical, then only feasible thing left for me to do is to have one campaign for one Agent. 

Thanks...
Vikram

[Vikram_Joshi]

I was thinking in a direction where I will have a filter with Agent names from user defined field and URS strategy to route this call to that particular agent.

Even if I may have a filer which will allow records assigned to available agent, while in predictive dialing, this wont work.
Lets say first 50 records for Agent 1, second batch of 50 records for Agent 2 and so on..
But OCS will dial the records in a order not necessarily match with agents and this would result in high avail time.

[Vikram_Joshi]

One workaround we came up with is to set dialing allocation for particular Agent as a personal Call back..
Few shortcomings here as well but testing is underway. 

[bublepaw]

Hi,

This is out of box if You are using Push Preview mode which is like Previe mode on steroids - strategy is started for each record that needs to be dialed by agent. For predictive algorithm it doesn't make sense as it will lower performance of Predictive dialer. Also in predicitve mode You may have situation when because of overdial two records for same agent are dialed - what should happen to second record - should we sent it somewhere so customer doesn't complain about blank calls or should we drop call? As an alternative You can play also with new feature called "assured connection".

[Vikram_Joshi]

Thank you for your pointers, Bublepaw !!! 

[hassans.786]

I'm just wondering if the poster of this issue ever found a resolution for this?

[cavagnaro]

There are 2 ideas, but general answer is not by default as breaks the whole point of a dialer

[hassans.786]

Just one question. Can we route the Preview mode interaction via URS?

[cavagnaro]

No.
Only Push Preview