Receiving Inbound Calls During Campaigns (Blending)

Use

Normally you cannot receive inbound queue calls during outbound campaigns. Administrators may configure the system so that when there are too many calls waiting in an inbound queue, or not enough agents answering, the campaign is paused and you start receiving inbound queue calls.

As of 1705, it is possible to receive Outbound campaign calls from an inbound call queue. For more information about that, see Receiving OB Calls from Inbound Queues.

Prerequisites

You must be logged on to the inbound queue before you join the campaign.

Procedure

Note: You may receive other contacts than those from the queue that triggered blending, for example, e-mails and chats that have been waiting long enough. To prevent this, log out from other queues, or contact your supervisor. Administrators can prioritize queues so that only appropriate contacts arrive.

As of Version SP07

Answer inbound calls when you start receiving them. When the congestion is over, you are returned to the same campaign automatically.

Before Version SP07

Answer inbound calls when you start receiving them. When the queue list shows that the congestion is over, or your supervisor tells so, return to the campaign manually:

  1. Choose the Outbound tab.

  2. Click Resume.