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This configuration allows the dialer to continue dialing while an Agent is on a call, with the effect of connecting a live call to an Agent the moment they are finished with their current call.

This feature should only be used if you always have an Agent available to take a call and your Dropped Call Percentage is already within nominal ranges (below 3% on average). The lines that generally stop dialing once a call is connected will not stop.

  Warning_Icon.png If at least one Agent isn't available while using this feature, your Dropped Call Percentage will increase drastically.

 

Before you Begin

  • If this Setting is not managed correctly, it can drastically increase the number of calls you Drop.
  •  In-call dialing should not be used if Agents in the specific Campaign are Closers only - The campaign would make calls while the Agents were in Inbound calls.

Configure Dialer to Place Calls for Agents In-call

1.) Click the Call Center main menu.

2.) Click the Campaigns menu option. 

The Show Campaigns page will open.
Open_Show_Campaigns.png
3.) Open your Campaign's settings by clicking the Name or selecting Settings from the Action gear-wheel drop-down.

Open_Campaign_Settings.png
The Campaign Settings page will open on the General tab.

4.) Click the Outbound Settings tab next to General.

Open_Outbound_Settings_-_Campaign.png

5.) In Dial Settings, scroll down to Place Calls For Agent While On Call field and set it to Always.

Place_Calls_for_Agent_While_On_Call.png

Tip: These additional settings are strongly recommended to help protect your Drop Rating.

 

6.) Select one of the following in the Place Calls For Agent While On Call Dynamically drop-down:

  • When # of agents that are READY or INCALL is greater than - This option will trigger incall dialing if the number of Agents in Ready or In-call status is greater than the number you choose.
  • When # of agents that are READY is greater than - This option will trigger In-call dialing if the number of Ready Agents is greater than the number you choose.
  • When % of agents in READY is greater than - This option will trigger In-call dialing if the percentage of Ready Agents is greater than the number you choose.

Place_Calls_for_Agent_2.png

7.) Set the Available only Agents Threshold: This field appears after you make a selection for Place Calls for Agent While on Call Dynamically so that you can designate the value for the system to use.

  • For Example:
    • If you set Place Calls For Agent While On Call Dynamically to When # of READY agents is greater than, and set Available only Agents Threshold to 2.
    • The system will trigger Incall dials if 3 or more agents are on Ready status.

8.) Click the blue Apply Changes button.

 

 

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