Handling Outbound Calls

Outbound calls are supported in the softphone via integration with Campaign Manager. Outbound campaigns call a list of contacts based on the contact strategies set in Campaign Manager. Every campaign has a dialing mode setting that determines when and how the campaign places a call; this is configured in Campaign Manager. The dialing mode lets the Agent see the end-user information before dialing or matches an agent to a call after the call connects to a live party.

Outbound Dialing Modes

The softphone supports the following outbound dialing modes.

• Direct Preview

• Progressive and Predictive

Direct Preview Dialing

The agent is allowed a preview of the contact before connecting to the customer. The agent can choose to take the call or skip the contact and move on to the next contact. The call is automatically placed by the Acqueon Dialer from the agent’s phone after the agent accepts. The call is initiated from the agent’s phone, the agent hears the ringing, and there is no delay when the end-user answers. Acqueon Workspace uses the Connect Streams API to place the call from the softphone.

Handling Direct Preview Calls

When you are in an Available State, and receive a call, the softphone rings; the Accept, Reject, Close, and Delay buttons appear.

When you accept the call, the Acqueon Dialer initiates a call to the end-user and patches the call between the agent and end-user.

• Select any of the operations provided – accept, skip, close, or delay.

• The call gets initiated. Continue the rest of the call using the omni-channel softphone Widget. The data in the Preview widget is removed after you select an action.

• Once the call is initiated, you can hear what happens on the customer side – ringing, voice mail, answering machine or human answer and react accordingly to continue or dispose the call.

From the Acqueon Workspace admin, you can disable Skip / Close / Delay buttons for Direct Preview campaigns.

These options are available in Preview Configuration in Campaign Manager Configuration. By default, all the Direct Preview Call Configuration controls are in the enabled state. Disable Skip / Close / Delay checkboxes are displayed under Direct Preview Call Configuration. As per the selection of Skip, Close and Delay options, the respective button is disabled in the agent’s screen.

Progressive and Predictive Dialing

In the Progressive and Predictive modes, the Acqueon Dialer connects agents only to calls that are answered by people. Agents do not listen to unanswered calls, Busy signals, or disconnected lines. One or multiple calls are placed for each agent before they become available. It also helps predict agent availability and the number of calls to keep each agent busy.

Handling Progressive and Predictive Calls

Acqueon Dialer connects agents only to calls that are answered by people. Agents do not listen to unanswered calls, busy signals, or disconnected lines. When a call is answered by the end-user, call controls are visible on the softphone. When an agent attends a Progressive or Predictive call, the following screen is displayed. Amazon’s Call Progress Analysis (CPA) is used to detect a positive human voice.

• Put the call on hold

• Put the call on mute

• Transfer the call

• Conference calls

• Disconnect the call