The process described in this section applies to both switch-classified and non switch-classified calls. Proactive Contact selects agents specified for inbound calls and uses the agents for outbound calls as follows:
Procedure
Agents are assigned both inbound skills and a skill defined for outbound calling.
Agents log in to both Communication Manager and Proactive Contact and take inbound calls in the auto-in or manual-in mode.
Agents select an outbound campaign using the Proactive Contact terminal.
Proactive Contact acquires agents who have selected an outbound campaign when Proactive Contact determines that current staffing is more than adequate for handling inbound calls.
The details are as follows:
Proactive Contact obtains an available agent by placing a call to the outbound skill using an ASAI Third-Party Make Call operation with a phantom number as the originator.
The call is made to a VDN whose vector has a queue-to outbound skill step. This setup is used to acquire agents for outbound calling.
The queue-to step selects an available agent and Proactive Contact then changes the work state of the acquired agent to the AUX work mode using the ASAI Change Agent Work Modes request feature and then drops the connection.
Proactive Contact then uses the Third-Party Make Call operation to send the call to an announcement extension using the acquired agent as the originator.
The agent hears a recording that says, You are acquired for outbound calling. The connection then drops.
