Outbound - Agent group

[New...]

Hi,

I have 3 campaigns running (one in preview, one in predictive and another one in progressive). I have 3 different agent groups assigned. I wanted to know whether an agent can be used in all 3 campaign groups (all are active and running).

I find that the call (predictive and progressive) is made, only when the agent is assigned to anyone of the campaign group.

So, do we need to have the agents assigned to only one campaign group?

Thanks.

[René]

Hi,

Starting OCS 7.6 (not sure about the precise version) one agent can be assigned to one active predictive/progressive campaign and multiple preview campaigns. Assigning an agent to multiple active campaigns of predictive/progressive type is not supported.

R.

[ecki]

Hi Rene,

I think you can have in latest versions one agent assigned to multiple agent groups belonging to different active campaigns, but OCS assigns this agent with one campaign only. All other memberships will be ignored until first campaign runs out of all records.
That is theory which probably I misunderstood.

E.

[New...]

I think Rene is correct - assigning to both predictive and progressive is not supported.

I tried the following scenario -

Agent1 was assigned to predictive and progressive campaign and both campaigns are in running state (But in GAD, only one campaign (predictive) was shown in running state and the other (progressive) in Active state). No records available in predictive calling list and in progressive calling list, records were in retrieved state but calls were not getting established until the predictive campaign was unloaded (or) agent removed from the predictive campaign group.

[Fra]

René,

Ecki is right, starting from OC8, an agent can be linked to multiple non-preview campaigns but it is assigned to one only depending on the campaign priorities and agents staffing.

Details can be found in the  Outbound Contact Deployment guide.

Fra

[New...]

[quote author=New... link=topic=5639.msg24661#msg24661 date=1276750496]
I think Rene is correct - assigning to both predictive and progressive is not supported.

I tried the following scenario -

Agent1 was assigned to predictive and progressive campaign and both campaigns are in running state (But in GAD, only one campaign (predictive) was shown in running state and the other (progressive) in Active state). No records available in predictive calling list and in progressive calling list, records were in retrieved state but calls were not getting established until the predictive campaign was unloaded (or) agent removed from the predictive campaign group.
[/quote]


We are currently using 7.6 version

[Gui75]

What ecki explained is also right for 7.6 version.
But careful, do not forget to activate java extensions in statserver used by OCS.
Also it requires to use a dedicated strategy.