Outbound blending with Inbound Agents

[ryusuf]

Hi All,

Could someone enlighten me if it is possible to achieve blending of outbound calls when Inbound agents are ready and free?

Let me explain the scenario,

When a customer dials the call center and if he has to wait for more than some 'n' minutes then he should be prompted with a callback option and once the customer opts for callback. The OCS should make an outbound call to this customer and place it to the inbound agent when ready.

I know this should be possible in Genesys, but i couldn't get a clue from the documents. If anyone knows about this, please suggest for a solution. It would be of great help for me.

Thank You
Best Regards

[Dhanasekar]

This should be possible by adding your Agent group or VAG to the campaign group and also do the same for Inbound Agent group also by routing the calls to VAG or agent groups so basically these agents should be part of both agent groups and you need to make sure make ideal time being selected while routing the call to the agent group.

This should work.

Cheers
SR

[Dionysis]

The blending is absolutely possible, be sure to add all the necessary queues, route points, virtual queues etc to the origination dn section of your agent group though, otherwise the OCS wont be able to pace correctly for your inbound volume.  You should also consider setting the "progressive-blending-reserved-agents" option to reserve a number of agents for inbound volume, otherwise your callers may queue for agents who are working on outbound calls.

But the strategy to add calls to a list is a little more complicated, still 100% possible though, I have a similar set up working in production right now.