Agent Workspace
When distributing a campaign call to an Agent in the webphone, the following information is displayed:
- outbound campaign name and description;
- information about the request;
- contact's name (optional, can be blank);
- contact's phone numbers (at least one number is mandatory);
- additional description (optional, can be blank);
The Agent must decide whether to make the call or not within the preview time period (for preview dialing), or whether to accept the call or not within the ringing agent time (for progressive dialing).
If the Agent ignores or declines a campaign call, it will go to the next available Agent. In case there's only one Agent in the campaign, the call will be coming up for this Agent over and over until they accept the call.
After connecting with the contact, the agent has the following functions:
- Add the phone number to the DNC (Do Not Call) list on the account;
- Select the call outcome result.
Adding a phone number to the DNC list will exclude it from any outbound campaign on the account!
Supervisor Workspace
All online calls are displayed on a separate tab called Campaign calls. Supervisors can filter calls within a specific campaign using the Campaign name filter.
Real-time call management options are the same for campaign calls.