Idle |
The agent is available for the Outbound Server to connect to a customer call. |
Acquired |
The acquired agent is available to assign to an outbound campaign. |
Talking |
The agent attains this state when the customer answers the call and the call is successfully connected to the agent. |
Held |
The agent has placed the customer call on hold. |
Wrap-up |
The customer call is disconnected or transferred to an external number. After wrap-up, agent must select an appropriate call disposition code. |
Preview |
The Outbound Server sends a preview call notification to the agent. |
Dialing |
The agent has initiated the outbound call to the customer number. |
Consult |
During a conversation with a customer, the agent consults another agent or an external contact.
If the other agent is already busy with a customer call, the agent gets a pending consult request. When the agent finishes the current work, the pending consult request is assigned to the agent. Outbound Server can assign a maximum of two pending consult requests to an agent who is on a customer call. If the other agent is in the Idle state, the agent attains the Consult state. During an active consult, the customer call is placed on hold and the hold music is played. |
Conference Owner |
The agent who initiates the conference with another agent or an external contact is the conference owner. |
Conference Passive |
The agent consulted for conference is the Conference Passive agent. The system supports only three-party conference where:
The agent is the conference owner The customer is the second party The other agent or the external contact is the third party |
Callback |
The agent receives the callback notification. The following are the types of callbacks:
Self This is an agent-specific callback set for a particular agent. If the agent is unavailable at the time of callback, the callback is postponed for the duration of the configured retry attempts, before the callback task is assigned to another agent or marked as expired. Agent: This is an agent-specific callback set for a particular agent. If the agent is unavailable at the time of callback, the callback task is assigned to another agent. Campaign: This is a campaign callback where callback is set for a skill that matches the campaign. The Outbound Server tries to find a suitable agent matching that skill. Standard: This callback is similar to the campaign callback. However, in this callback, the Outbound Server tries to assign the callback to the same job for which the callback is created. If the job has ended, the agents are searched based on the skill required for the campaign from which the callback is created. |
