The agent side of agent blending with dialer and other media

When a peak situation occurs in e.g. a queue for incoming telephony, the agents normally working with dialer campaigns can automatically be logged out from CallGuide Dialer and logged in to the queue in need. When the peak subsides, the agents are automatically switched back to handle the dialer campaigns.

When you as an agent is borrowed from a dialer campaign the following occurs:

1. The support function Dialer campaign is closed.
2. You see a message explaining that you are logged out from the campaign and logged into a specific custom work level, named Borrowed from dialer
3. When you click OK you get ready to accept the contacts waiting in a queue belonging to any of the services you have access rights to work with.

When the queue situation is resolved, the borrowing of extra resources from campaigns is no longer needed. This is what happens then:

• You are logged out from the service previously in need, and into the custom work level including dialer campaign, i.e. where you were borrowed from.
• The support function where you select dialer campaigns is displayed again.
• You see a message explaining that you are logged into the dialer campaign service and back into the campaign, or the personal campaign records, you were working with prior to the lending.

• If you still have a telephony connection, CallGuide Dialer establishes the continuously connected call towards your extension, and CallGuide Agent accepts the call automatically. With the client setting Auto-verify dialer connection you do not have to confirm that the connection between dialer and your extension has been established.

The enabling of the Agent blending with dialer and other media function, is made in CallGuide Admin, see Temporary workforce from dialer campaign.

Also see Basics about dialer campaign.