Handle Campaign Calls

You have accepted and previewed the campaign call. Then you have either selected the Call button, or the call starts automatically after the preview time has elapsed. During the calling out stage, it is still possible to cancel the call with the Cancel button.

  1. Talk with the customer.
    1. If there is a script connected to this campaign, it may open automatically. Otherwise open it, and answer the questions with the customer's answers. Some questions may be mandatory, they are marked with asterisk (*).
    2. Update customer information, such as name or address, if necessary.

      Administrators define in System Configurator which customer information items are displayed, and which of them can be modified.

    3. It may be necessary to record the call. Choose the Start Recording button.
  2. If the customer is unable to talk right now, define a new time for the call. Choose the Reschedule button.
  3. End the call with the Hang Up button. The message Select Call Result may appear, in that case select the right option in the Call Result list. If there is a script, saving the script may automatically select the call result Successful, and there is no need to set it manually.

    During the call you can do all normal phone functions, such as set the call to hold, or mute it, transfer the call to internal or external number, or make a consultation, but conference is not possible. For more information, see related topics in Phone Functions. Additionally, you can use a specific quick transfer with a call transfer list.