How to set up call preparation time for Agents

There are two settings for the Campaign Dialer where you can enable the option for Agents to use a DTMF key before calling back a customer, which gives them additional call preparation time. ​

 

Short summary of hunt

• Campaign Dialer will search for an available Agent and create a session in which the Agent is hunted

• Agents can use a DTMF key [#] to signal that they need some call preparation time

• After pressing the key, the customer is called to join the session, the Agent answers the call

 

Requirements:

• Core v 8.1

• License minimal Enterprise

• Campaign Dialer must be enabled in the UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). An UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. Settings

 

Available items for UCC Settings:

 

CallbackWaitUntilAgentReady - determines if the Dialer waits with calling the Customer until the Agent has signaled she / he is ready by pressing the Pound [#] key (default: false)

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CallbackWaitUntilAgentReadyTextToSpeech - determines what text is spoken to an Agent to explain how they should signal they are ready to start calling the Customer (default: "Press the POUND key to start calling the customer."). This text is spoken only when the setting CallbackWaitUntilAgentReady​ is enabled.

 

Configuration

1. Navigate to the UCC Settings of your UCC SharePoint Dashboard.

2. Enable the Setting CallbackWaitUntilAgentReady (True)

3. (Optional) Enable the setting CallbackWaitUntilAgentReadyTextToSpeech (True)

3. Save your changes.

 

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