(9.0+) Operation

Outreach settings control how calls are made and placed into queue.

Outreach Mode

Controls how Outreach functions.

SettingFunction
OFF
  • Default setting
  • Queue accepts inbound calls
  • Outreach does not function
ONQueue makes outbound Outreach calls only
BlendedQueue receives inbound and makes outbound Outreach calls

Outreach Callflow

  • When an Outreach call is answered, a short message is played.
  • Call is transferred to an agent or disconnected based on the transfer mode.
SettingFunction
Hail > Message > Caller Choice
  • Default setting
  • After hearing the message, caller chooses to speak to agent, cancel, or reschedule.
Hail > Message > Transfer to QueueCaller makes a selection to hear the message, call transfers after the message.
Voice Detection > Message > Transfer to QueueOn Voice Detection, the message plays, call transfers after the message.
Hail > Message > DisconnectCaller makes a selection to hear the message, call is disconnected after hail message.
Voice Detection > Message > Disconnect On Voice Detection, the message plays, call is disconnected after short message.

Dialing Condition

Outreach initiates calls based upon this setting.

SettingFunction
Agent AvailabilityUses the Agent Availability - Minimum Neededsetting
No EWTMakes a call when the EWT = 0
Empty QueuesMakes a call if the holding and priority queues are empty

Agent Availability - Minimum Needed

DescriptionValues
If Outreach Mode is set to Agent Availability, the number of available agents must be equal to or greater than this value before an Outreach call is launched.

Valid: 0 - 999

Default: 5

Calls in Priority Queue to Pause Outreach

DescriptionValues
  • Number of calls in the Priority Queue that pause Outreach.
  • This prevents too many Outreach calls from flooding the Priority Queue and artificially inflating the EWT of waiting calls.

Valid: 1 - 999

Default: 5

Minimum Ports Available for Outreach

DescriptionValues
The number of ports that must be available before an Outreach call is made.

Valid: 0 - 999

Default: 4

Allow Scheduling

DescriptionValues
  • If ON, allows Outreach recipients to reschedule the call.
  • You must activate Enable Rescheduling in Voice Experience > Menu Options before this feature takes effect.

Valid: ON / OFF

Default: OFF

IVR Group

DescriptionValues
This determines which IVR is checked for outbound ports and used for out-dialing.

Valid: Use All IVR's or IVR

Default: Use All IVR's