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Version: 5.13

Campaign Voice Calls

Handle reservation call​

  1. Click button to either reject or close the campaign call by clicking on the respective button
  2. Click button to accept the campaign call (then wait until called party accepts the call, or the dialer hangs up)
info

A) personal callback call can only be rejected but not closed.
B) The campaign call item while ringing
C) The campaign call item after the Customer accepted the call

Scenario of a predictive or progressive initial call​

IconDescription
The agent state is set to reserved while the customer's phone is ringing

Schedule a callback call​

  1. Change the number to call back if needed
  2. Select a future point in time when callback call should be performed either by typing it in or selecting a date and time from the calendar
  3. Click button to schedule a callback call
  4. Click button to cancel a scheduled callback call
info

Depending on the system configuration, a personal (CCE only), or a regular callback (CCE & CCX) will be performed

Call reclassification​

  1. Click button to display the reclassify-options
  2. Select the desired option from the list
  3. To cancel the operation without setting a reclassify-option, click on the Cancel button.