IPOfice and Outgoing call campaing.

[gapelbaum]

Hi,

Does the IPOffice has any method for make an outgoing calls campaing ?
If the answer is yes, how is it ?

Outgoing campaing means that the system ask the agent to make outgoing sales calls to destinations obtained from the list compoused by:

- lost incoming calls (calls no answered or answered by voicemail).
- a list of numbers ingresed to the system by hand, cvs file, plain file, etc.

Does the CTI, TAPI interfaces and the CCC can help ?

In the voicemail boxes there are an option to "request to call back to the current caller",
How it's work and how the call is delivered to the agents ?

Any info about this topics will be welcomed.


Thanks,

Gustavo

 

[Morrack]

Yes you can do outgoing campaigns. It is part of the MultiMedia Module, which is a component of CCC. If you aren't using any of the other MMM features (texchat, email queues, web call-me buttons) as of 2.1 you can now purchase JUST the proactive dialer RFA to gain this functionality.

The "request to call back the current caller" flag in the VMPro tokens is used to generate the callback report in CCC. You could then feed this list into the proactive dialer, or as you said a hand prepared list of prospects that has been scrubbed for good credit, etc. etc.

The really cool thing is this allows a fully blended contact center. Incoming calls take priority, idle agents automatically placed on outbound calls. If you add the other MMM elements you can prioritise email queue, text chat requests, outbound campaign - incoming calls always are top priority though (as they should be).

Peter

 

[gapelbaum]

Thanks Morrack,

Now I have more questions:

About the Multimedia Module:

- Does the idle agent is automatically inquired to make outbonding call trough a iContact popups windows and the agent need to accept to make this call ?

- The groups of agents involved in each campaign could be freely selected for each campaign, or are fixed the member of a hunt-group defined in the IPO.?

- If an agent are logged-in but he set to disable to receive incomings groups calls, the system ask he to make outgoing calls or not ?

- The number of agent licenses into the CCC are the same for the iContact, or we can have more iContact people making
outgoing calls than the ccc agent licenses ?

- Which licenses are needed to run the proactive outgoing campaign ? (IP400 CCC email rfa + CTI-PRO) ?

About the Call-back:

In which standard report can I found the calls that has been
flagged for callback ?

Our agent callback request report is always empty.


Thanks,

Gustavo