Basics about dialer campaign

If the customers are to be called via CallGuide Dialer, the campaign is of the dialer type. Working with campaign telephony via dialer is very much like working with preview campaigns.

The difference from other services is that campaign telephony via dialer does not generally allow a mix of functions

• Services,
  i.e. you cannot quickly switch between processing campaign records and e.g. incoming calls or emails, unless you are using the Agent blending with dialer and other media functionas described in The agent side of agent blending with dialer and other media and Temporary workforce from dialer campaign.
• Telephony,
  such as incoming enquiry, internal and external calls. The only time external calls can be accepted or dialled is during the time you are logged in to the service for dialer campaign but have not yet logged in to a dialer campaign, i.e. you do not have a connected call towards CallGuide Dialer. The outgoing telephony enquiry function is available when a dialer call is established or in wrap-up. Outgoing enquiry during a dialer call functions like enquiry for e.g. IVR calls, with the following differences:
  • When the enquiry is established, the agent can alternate between the enquired party and the customer, and retrieve the customer call, but the conference and transfer features are not available.
  • You cannot make a direct transfer of requeue a dialer call.
  • There is a call in the telephone, connected to the dialer also when the customer call is ended, if the agent is logged in to a dialer campaign.
• Campaigns.
  You can only be logged in to one dialer campaign at the time. You can, however, receive personal campaign records from different dialer campaigns, if so configured in CallGuide Admin.

Other specific functions for dialer campaign are the following:

1. Choosing a unique work level opens a specific support function, Dialer campaign.
2. When you have selected the campaign you are going to work with, or if you have chosen to handle only personal campaign records, CallGuide Dialer establishes a continuously connected call towards your extension. With client setting Auto-verify dialer connection you do not have to confirm that the connection between dialer and your extension has been established.
3. CallGuide Dialer automatically dials campaign records and distributes the calls directly to you. You cannot refuse general campaign calls dialled by CallGuide Dialer.
4. Using the Agent blending with dialer and other media function, you can be automatically be logged out from the dialer and logged in to a queue with a peak situation. When the peak subsides, you are automatically switched back to handle the dialer campaigns again. See The agent side of agent blending with dialer and other media and Temporary workforce from dialer campaign.