Categorizing Outbound Calls

[fonchick]

I am trying to figure out a way in Symposium to report off outbound calls with categories. With Activity codes, I can't enter in an activity code on an outbound call without having the agent go into Not ready before making the outbound call. This pegs as a not ready reason code and due to other reporting, the business does not want agents to be in not ready as they are also inbound. We have Symposium 5.0...Any ideas??

thanks!

 

[esteede]

Tracking manual outbound activity is a nightmare and always open to question. If you have more that 10 agents on outbound it may be worth considering automating the dialling process which will include call belnding, allowing agents to automtically be switched between inbound and outbound based on pre-configured thresholds.

Progressive dialler are not that expensive and can increase talktime up to 35 minutes compared to manual dialling where the average talktimis 10 minutes. Nortel have a basic outbound functionality on Rls 6..one major draw back is it in ability to dial more than one number per contact (nowadays everyone can be contacted at home, work, mobile etc). There are Nortel approved progressive dialers which are better.

Hope this helps..
Steady