What if a customer/agent misses a scheduled Outbound call?
An outbound call consists of a scheduled call and two retries (optional). If a customer/ agent misses a scheduled call, then the OBD will generate another call to the same customer after 3 minutes (this is configurable).
If both the retries fails then there are two possibilities:
- If it is a promotional call, then the customer’s phone number cannot be re-queued for the next 24 hours.
- If it is a transnational call, then the customer’s phone number can be re-queued in the contact list again.
However there is a upper cap on number of times it can be re-queued.
What is an Outbound call?
An outbound call is a call that is initiated by an agent in your organization to either your existing or potential customer. An outbound consists of one scheduled call and two retries (optional). Two channel lines are consumed to make one outbound ...
Updates on Live call widget effective 1st September, 2016
Old configuration: The live call widget gave you on-going call details such as who the caller was and which agent in your organization was attending the call. New enhancements: Now, in addition to the ongoing call details, there are 3 new features: ...
How to make outgoing calls via MyOperator (Click to call and Dialer app)
MyOperator is giving facility to make outgoing calls via MyOperator. You and your team can initiate calls from the mobile app, web panel, and CRM MyOperator provides a Caller-ID to make outgoing calls, Caller-ID is the number that displays on ...
What is a “Sticky Agent”?
MyOperator offers a unique feature, “Sticky Agent” that connects the caller to the same agent, provided he/she calls within a specified threshold time. The benefit of adding a sticky agent is that whenever your customers calls more than once, they ...
How does an Outbound dialer work?
The following process explains how an OBD works: A contact list consisting of your customers’ numbers is queued through the API. Outbound calls are generated to each customer as per the availability of channel lines and agents responsible to receive ...