Cloud Contact Center offers the outbound call specific distribution feature. After an agent initiates an outbound call, when the user calls back, he/she will be connected to the original agent or the IVR process associated with the phone number if the original agent is offline or busy.
Application Scenario
The user calls back after the agent’s outbound call is not answered.
User requires further contact after the agent's outbound call.
Note:
The phone number used by the agent for the outbound call to users should support inbound calls. Otherwise, the user cannot be connected to the IVR or the agent when dialing that number.
Enabling Outbound Call Specific Distribution
1. Go to the Cloud Contact Center management console, choose Telephone Agent > Number Management in the left navigation bar, and then click Edit in the operation column of the corresponding outbound call number.
2. Prioritize to last outbound agent. After this feature is enabled, when a customer calls this number, the IVR navigation will be skipped. Instead, the call will be directly routed to the agent who was the last to call the customer in the past 3 days.
3. Choose the outbound call specific distribution pattern as needed, and set the prompt to be played when a customer’s inbound call fails.
Pattern 1: Connect the call only to the original agent
Pattern 2: Connect the call to the original agent preferably. If the original agent is busy or offline and cannot answer the call when the call-back is initiated, the call will be transferred to the IVR process associated with the number for call-in reception.
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