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How to configure an inbound campaign for to answer calls just when an agent atends?

Added by Alonso Perez about 9 years ago

Hi,

We use goautodial in a blended campaign. All works nicely, but we have a problem with inbound calls:

Now, asterisk attends (with Answer command at dialplan) all inbound calls and then send them to agents. We'd like answer calls just when an agent effectively answer it.

We try to modify extensions.conf file (line 342) from

; DID forwarded calls
exten => _99909*.,1,Answer()
exten => _99909*.,n,AGI(agi-VDAD_ALL_inbound.agi)
exten => _99909*.,n,Hangup()

to

; DID forwarded calls
exten => _99909*.,1,NoOp(Inbound Call)
exten => _99909*.,n,AGI(agi-VDAD_ALL_inbound.agi)
exten => _99909*.,n,Hangup()

with not success.

Do you know some configuration for this?

Thank you in advance.
Alonso.


Replies (3)

RE: How to configure an inbound campaign for to answer calls just when an agent atends? - Added by Demian Biscocho about 9 years ago

Please see our "HOWTO Setup an Inbound Campaign" in our Wiki. Inbound calls are automatically answered by an available agent. You don't need to manually edit any configuration files.

RE: How to configure an inbound campaign for to answer calls just when an agent atends? - Added by Alonso Perez about 9 years ago

Thanks for your answer.

Inbound campaigns became problem for us because all our attendants were in blended campaigns, so, they were unavailable when inbound calls coming. Clients calling us needed wait so much time (this incoming calls are paying for us).

I think better solution is rethinking our operation and have one or two attendants in an inbound campaign and all others in autodial campaigns, but i wonder if there is some configuration for blended campaigns with that possibility: just send answer to operator when an agent attends call.

Best regards,
Alonso.

RE: How to configure an inbound campaign for to answer calls just when an agent atends? - Added by Martin Lightbowne about 9 years ago

If I can help here Alonso,

nothing GoAutoDial specific but more management of a blended call centre. The key is you always want agents available for inbound calls. What that means is that you should divide your staff (according to call volume) into at least 3 groups.

Inbound
Blended
Outbound

Outbound usually are also blended, but manually so - logging into the inbound campaigns if call volume is high. Depending on the size of your call centre, you might have multiple Blended groups that you move to inbound only one group at a time at busy parts of the day.

Hope that helps and makes sense.

Martin

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