Outbound solution (dialer) discussion

Friends,

Here is a business scenario for outbound (OCS) that I would appreciate your input on.
This is a new yet to implement OCS with CPD and AVAYA. This is outbound solution so we load a list of phone numbers and OCS/CPD server calls these customers and gives the call to our users.

Problem:

• we have about 20 users that have skill like CA_Skill, MA_Skill, TX_Skill, as you can tell these are states that these users can talk to
• All users have few states none of them have all states, these users log in at different times of day
• Calling list contains records from all states
• The call from a particular state should only get routed to the agent with that state skill
• It could happen that some records are for a particular state and none of the logged users have the required state skill.

Also need to discuss how the Active Switching Matrix (ASM) will impact.

Besides these few campaigns we have regular campaign where any called record can go to first available agent.

I very much value your input. Thank you very much!!

Regards,

n2201

Hello,

Sounds like your best bet will be to create multiple campaigns from the same list. Such as a the following: (Feel free to change the names to whatever you need).
-CACampaign
-TXCampaign
-MACampaign

Next you will need to create a filter for each so that each campaign pulls records corresponding to the campaign restraints.

Next you will need to have a 3 Route Points, 3 Virtual Queues, and 3 Agent Groups. Additionally you’ll need a strategy which will distribute the “engage” calls for your ASM mode to the agents based on location skill.

If some agents are not logged in and the campaign is running, no calls will occur.

Not much to address in regards to ASM mode. ASM mode is just bridging the engage calls with the cutomer.

Thank you very much Jason16v Can the same user be part of 3 agent groups? and get leads from either of the 3 running campaigns at the same time?