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Campaign Settings: Inbound Settings Tab

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Julianne Skinner
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Overview

The Inbound Settings tab allows administrators to configure how a Campaign handles Inbound calls. and for selecting which Inbound Queues Agents can receive calls from and transfer calls to.

Contents

Campaign Settings

  • Click the Call Center main menu.
  • Click the Campaigns menu option.
  • Open a Campaign's settings by clicking the name of the Campaign.
  • On the Campaign's settings page, click the Inbound Settings tab.

General Settings

The General Settings section contains a setting that controls the priority of Inbound calls relative to Outbound dialing.

  • Set this to a low number if you prefer inbound calls to have priority over outbound calls.

Outbound Call Priority
  • Lower values give inbound calls higher priority, causing Agents to receive inbound calls before placing outbound calls. 
  • Higher values favor outbound dialing over inbound call delivery.

The Outbound Call Priority setting is only available with the following Dial Methods:

  • Power Dial
  • Predictive Average
  • Predictive Strict Limit
  • Predictive Tapered

This setting is not displayed for these Dial Methods:

  • Preview
  • Preview & Inbound
  • Inbound Only

Queue Details

The Queue Details section controls which Inbound Queues Agents assigned to the Campaign can interact with. 

Administrators can configure whether Agents are allowed to receive inbound calls from specific Queues and define to which Queues Agents are permitted to transfer calls.

Allow Receiving Calls From Queues

Yes/No Toggle - Enables or disables Queue restrictions for the Campaign. 

  • When the toggle is set to On, an additional set of fields will open for selecting Queues that Agents can receive calls from.
  • When the toggle is set to Off, all Inbound calls routed to Agents in this Campaign will be ignored. This includes any Queues set in their User Settings.

 

Receive Calls From Queues

When Allow Receiving Calls From Queues is enabled, Admins can control which Inbound Queues Agents can receive calls from.

Note: Queues placed in the Allowed list are automatically assigned to agents within the campaign.

Allowed Queues in the Allowed field are the Queues that Agents assigned to the Campaign can receive inbound calls from.
Not Allowed Queues in the Not Allowed field are the Queues that Agents cannot receive inbound calls from.

Use the arrow buttons between the fields to move individual or all Queues to the Allowed or Not Allowed fields.

Move Selected ( > )(<) Moves the selected Queue from one field to the other.
Move All ( >> )(<<) Moves all Queues from one list to the opposite field.

 

Transfer Calls To Queues

This section determines which Queues Agents can transfer callers to during an active call. 

Choose to which Queues Agents are allowed to transfer calls.

Allowed Agents can transfer calls to the Queues in the Allowed field.
Not Allowed Agents cannot transfer calls to the Queues in the Not Allowed field.

Use the arrow buttons between the lists to grant or remove transfer permissions.

Move Selected ( > )(<) Moves the selected Queue from one field to the other.
Move All ( >> )(<<) Moves all Queues from one field to the opposite field.
  • Click the Apply Changes button in the bottom right of the page to save Inbound Settings configurations.