Campaign Calls
Predictive Campaign Calls
For predictive campaign calls, a reservation call is first routed to the agent. It is displayed as a ringing incoming call. The agent needs to accept this reservation call either on his device (if no WebRTC is used) or in the Omni Widget (if WebRTC is used) bevor the campaign call is routed to the customer.
The reservation call cannot be declined by the agent.
If the agent uses WebRTC, the reservation call can be ended after it was initially accepted by the agent.
As soon as the reservation call is accepted, the call starts ringing at the customer's phone. It is still displayed as a ringing incoming call to the agent.
Customer accepts campaign call
After the customer accepted the campaign call, the corresponding Voice Call Record pops open. The Caller Contact Info field is populated with the placeholder text 'Campaign Call' since b+s Connects for Service Cloud Voice does not know the customer's phone number yet. The text will be replaced with the customer's phone number after Wrap-Up has ended and the whole Voice Call Record was updated.
The agent can use the call controls as usual with any inbound call. It is possible to consult another agent, create a conference or warm transfer the call to another agent.
It is not possible to direct transfer a campaign call to another agent.
After ending the campaign call, change into any Busy state before ending Wrap-Up. This will prevent the campaign manager from routing additional campaign calls to this agent.
Customer declines campaign call
The agent stays connected to the reservation call and the next campaign call is routed to the next customer.
Customer does not pick up (RONA)
The agent stays connected to the reservation call and the next campaign call is routed to the next customer.
Progressive / Preview Campaign Calls
Progressive and preview campaign calls are not yet supported by b+s Connects for Service Cloud Voice.