Both inbound and outbound calls can be prioritized to be answered first. Typically inbound is prioritized over outbound but it does not have to be.
In the Dashboard. Go to Call Center and select Campaigns
Under Show Campaigns, Click on the Action Button and select Settings
Click the Inbound Settings Tab
Under General Settings, configure the following if needed
- Outbound Call Priority – Set this to a low number if you prefer inbound calls to have priority over outbound calls. Set this to a high number if you prefer outbound calls to have priority over inbound calls.
- Stop dialing if inbound calls are waiting – If Enabled, the system will not dial any leads until the inbound call waiting is routed to an agent.
Click on Apply Changes