Queue of this type is intended for dialing numbers which are added in Records module. Preview (manual) dialing allows operators to dial calls manually by clicking the call button. Before a number is dialed, the operator would see the contact form and can then dial the call directly from the form. When the call has finished, the operator must manually select the call status and close the form manually.
- This is the slowest way to dial calls.
- In queue settings can be configured that agents are allowed to choose which call will be dialed first.
- Agent can also operate with more manual campaigns simultaneously.
- The most appropriate contact to call is chosen by system automatically.
- Function Lazy also included. It allows to monitor delays between loading, calling and saving form.
By clicking on the button Add new and then clicking on button Campaign preview will be started creation process of new queue. Meaning of each form item will be described on following lines.
1 - enter unique number of the queue (number can be also selected by arrows at the end of the field). This number cannot be changed later.
2 - title of the queue (mandatory field),
3 - alias of the queue.
4 - enter description of the queue to this field.
5 - choose type of outbounder queue (predefined queue type is manual campaign preview)
Allow description - if you allow this possibility, it would be possible to write a description within currently opened activity which will be then visible in detail of this activity.
Time without activity - time during which can be agent logged to queue without activity. After exceeding this time will be to agent set pause Lazy.
Form load time - time intended for reading form before call. After exceeding this time will agent automatically move from Wrap pause to Lazy pause.
Form save time - time intended for agent to filling in and saving form after the call. After exceeding specified time is agent automatically set on Lazy pause.
Outbounder number - phone number under which will be agent calling from this queue presented to clients.
Record calls - it is also possible to record calls in this queue. Recordings can be found in module Listings → Interactions → Calls.
Recordings retention - how many days will be queue's calls recordings saved in call center. This value can not be bigger than global call center's maximum recording retention. If is set value 0 or empty, queue's calls recordings will be saved for time to which a global call center's maximum recording retention is set.
Multiple statuses - if you select Yes, it would be possible to select among more statuses simultaneously within one activity.
Select records - it is allowed to choose which outbounder record you want to manage (in campaigns will be possible to click on queue and choose record).
Required login - agent has to be logged in to be able to load records from this queue.
Skip records - determines whether it is possible to skip records in this queue (after loading record is possible to skip it with no need of call). If this function is not allowed, it is necessary to make a call after loading the record.
Change user - it is allowed to reschedule records to another user.
Records order - choose way of ordering records during their calling (Oldest means ordering call since oldest).
Records redistribution - distribution of rescheduled calls. If agents are currently busy to call, calls will be rescheduled to later. If this option is set to No, calls will be distributed again to same agent (might be good for sales provision system). It is also possible to distribute call to another agent - select timeout and after it exceeds, system will be allowed to redistribute rescheduled calls to different agents.
Disable phone editing - agents would not be allowed to change phone number of active and assigned campaign record and could work only with default record number.
Dialer settings, Other applications
These items are relevant only within other queue types (campaign predictive and progressive).
Macro links *
Macro links allow you to open external URL address. More informations about system inputs can be found here.
Name - only description displayed on button of macro link at activity.
URL - to this field enter URL address of page which should appear after clicking on button of macro link. It is possible to use wildcards which are automatically replaced with current values (all activity properties are available - e.g. $user[title] is the user assigned to the activity).
Open - allows to address to be automatically opened if user's new activity appears.
Unique - allows to open address in new window/popup each time, otherwise the address is displayed in same window.
Popup - address will not be displayed in new tab but in popup window. This window has parameters width and height.
1 - enter title of macro link, URL address and click on gray edit button to set details
2 - by clicking on this button can be added more links
3 - deleting macro link
Category - select category which will be pre-filled into ticket which came from this queue.