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Outbound Campaign Telephony Tab Options

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Outbound Campaign Telephony Tab Options

 

Table 26-1 describes the Outbound Campaign Telephony tab options.

 

Table 26-1: Outbound Campaign Telephony Tab Options

Option

Description

If there are no agents available when caller connects, then play this audio.

Select an audio prompt from your Audio Library to play in the event an outbound call connects to a customer, but no agents are available to handle the call.

Learn more about the Audio Library.

 

Allow agent to do after call wrap up:

Grants the agent additional time for post-call tasks. When set to Yes,additional options appear.

Target wrap up time

The average or target length of wrap up time agents should use. This value must be greater than zero and less than "Maximum wrap up time."

Maximum wrap up time

The maximum amount of after call wrap up time, in seconds. When an agent exceeds this time, their wrap up period ends and they are placed back in the pool of available agents.

Enable auto wrap

(Optional) Set this to Yes if you want agents to be automatically placed in wrap up mode after their call has exceeded the minimum time (typically, 30 seconds).

Minimum call length for auto wrap up

(Optional) The minimum length a call must be before automatically placing an agent into wrap up mode. This value must be greater than or equal to zero. This field only appears if Auto Wrap Up is enabled.

Agent Routing Path

Specify the routing path used for the agent's egress leg.

Consumer Routing Path

Specify the routing path used for the consumer ("called") party's egress leg.

The consumer routing path is only applicable for Campaigns that make outbound connections to the customer; i.e., outbound, call backs and dial out calls.

 

External Number Routing Path

Specify the routing path used for the external transfer party's egress leg.

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Last modified
11:38, 11 Sep 2014

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