Outbound Calls

Customize your outbound calls settings, including dialing mode, call interruption handling, and more.

Table of Contents

To Access Outbound Settings

  1. Select a project from the project list.
  2. Select Channels > Voice > Outbound.

To Select Dialing Mode

  1. Select a project from the project list, then select Channels > Voice > Outbound.
  2. Select an option from the Dialer mode drop-down list.
  3. Press Save.

Note: Read about dialing modes in the Dialing Modes section.

To Assign Phone Numbers to an Outbound Project

  1. Select a project from the project list, then select Voice > Outbound.
  2. Select the Routing & CLI tab.
  3. In the Assigned phone numbers section, press Assign phone numbers.
  4. Mark or unmark the checkbox beside the phone numbers you want to use in your outbound project.
  5. Press Assign.
  6. Press Save.

Note: When using Predictive and Power dialer mode, the system chooses a random phone number from the list of assigned phone numbers for every outbound call. When using Manual dialer mode, the agent can choose the phone number to be used from a drop-down menu before each call. If the operator has a dedicated phone number, then this drop-down list will remain inactive.

To Select Disposition when a Call is Interrupted

  1. Select a project from the project list, then select Channels > Voice > Outbound.
  2. Select a disposition from the Disconnected during call drop-down list.
  3. Press Save.

To Allow or Forbid Agents to Call Robinson List Records

To Customize Dialing Preferences

  1. Select a project from the project list, then select Channels > Voice > Outbound.
  2. Set the desired settings in the Dialing settings pane. Setting descriptions are described below.
  3. Press Save.

Note: This function works only in manual dialing projects.

Call list type Description
New clients Number of new clients to display.
Agent's callbacks Number of callbacks to display.
Shared callbacks Number of shared callbacks to display.
Other clients Number of other clients to display.
Answering machine Number of records to display where an answering machine answered the call.
Dialing behavior Description
Show callbacks (m) Time to wait before callbacks are back on the call list (in minutes).
Callbacks in a primary project If enabled, agents can receive callbacks from non-primary projects.
Search If enabled, agents can search call lists. Only in manual dialing mode.
Automatic dial in prework If enabled, you can specify how long agents are in a pre-work state before call is initiated. Value can be set in the Timeout (s) number field.

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