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 must accept this reservation call either on their device (when WebRTC is not used) or in the Omni Widget (when WebRTC is used) before the campaign call is placed to the customer.
As soon as the reservation call is accepted, the system starts dialing the customer. To the agent, the interaction is displayed as a connected incoming call (without WebRTC) or a connecting incoming call (with WebRTC).
The reservation call cannot be declined by the agent.
Customer Accepts the Campaign Call
After the agent accepts the campaign call, the corresponding Voice Call Record opens automatically.
The Caller Contact Info field is initially populated with the placeholder text 'Campaign Call' because b+s Connects for Salesforce Voice does not yet have the customer's phone number available. After Wrap-Up has ended and the Voice Call Record has been fully updated, the placeholder text is replaced with the customer's phone number.
The agent can use the standard call controls available for inbound calls. For example, the agent can:
- Consult another agent
- Create a conference call
- Perform a warm transfer
Direct transfers are not supported for campaign calls.
After ending a campaign call, it is recommended to switch to a Busy state before ending Wrap-Up. This prevents the campaign manager from immediately routing additional campaign calls to the agent.
Customer Declines the Campaign Call
The agent remains connected to the reservation call, and the system automatically attempts to connect them to the next customer in the campaign.
Customer Does Not Answer (RONA)
If the customer does not answer, the agent remains connected to the reservation call, and the system automatically proceeds to the next customer in the campaign.
Progressive / Preview Campaign Calls
Progressive and Preview Campaign Calls are currently not supported by b+s Connects for Salesforce Voice.