Hi All,
is it possible for agent to receive inbound call when he is engaged for outbound (in ASM mode)?
It’s clear how to do so in case of “classic” outbound campaign using agent assignment, but here we faced with one persistent call on dn during whole agent work time.
I don’t think so as the ASM idea is to be 100% ready for Outbound… right?
I don’t think it’s possible, as effectively the agent is on a call, although just a nailed-up leg.
If you want to do blending, the inbound call should land on the agent prior to the engaging leg.
Fra
why do you think so? i consider idea of ASM is more comfortable for client than classic progressive. I choose it because this mode allows client to be connected with agent immediately after answer call without any even tiny delay. i.e. client lift handset and say “hello”, and agent hear it.
Because the same reason you mention…OCS, as Fra says, keeps the agent “TALKING” while it is still dialing to avoid, as you say, any delays. So no room for another call. If you want Inbound then disable ASM…
Thanks, cavagnaro. What kind of mode are you using and what do you do to minimize delay between client response and agent connect?
Well, again, depends on your needs:
Preview → High quality for customer → Poor calling rate
Progressive → Medium quality for customer → Medium calling rate
Predictive (in all 3 submodes) → Poor quality for customer → High calling rate
So, ASM is like a Progressive overly attached to the agents. Won’t let them go…
You have to see your priorities and determine which mode is best for you and your business model