Receiving OB Calls from Inbound Queues

An Outbound campaign can be configured so that an inbound call queue is used also for the campaign. Agents receive inbound queue calls and campaign calls in priority order.

To configure such a campaign:The campaign can be in the Preview, Predictive or Progressive mode.

The agents can receive OB campaign calls from an inbound call queue when they fulfill the following conditions. They do not need to join the campaign separately.

  • Agents are using CDT. Campaign calls are not allocated to MTD terminals nor to external agents.
  • Agents are logged on to the inbound queue defined for the campaign.

Added in 1705.