Preview Dialing

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Campaigns typically use the Preview mode to reach high-value contacts. The Campaign presents information about the contact to the Agent before dialing. The agent reviews the customer record before deciding whether to call or skip to the next record.

When an agent receives a call, the following actions can be performed on the call tab:

UI	Description
	Click to accept the call. When an agent accepts the call, Acqueon Dialer initiates a call to customer and patches the call between the agent and customer.
	Click to skip the call. If an agent skips the call, Acqueon Dialer places this call to another Available Agent.
	Click to close the call. If the agent closes the contact, Acqueon Workspace cannot retrieve the contact.

Description

Click to accept the call. When an agent accepts the call, Acqueon Dialer initiates a call to customer and patches the call between the agent and customer.

Click to skip the call. If an agent skips the call, Acqueon Dialer places this call to another Available Agent.

Click to close the call. If the agent closes the contact, Acqueon Workspace cannot retrieve the contact.

An Administrator can disable Skip / Close buttons for Preview and Direct Preview campaigns.

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

Refresh the agent screen in the Acqueon Workspace application. Skip and Close buttons are disabled as shown in the below screenshot.

Deselect the Preview / Direct Preview Call Configuration. Click Save and refresh the Acqueon Workspace application. The Skip and Close buttons are enabled again.

To work with Preview Dialing, do the following:

Click the Accept button to accept call. When an agent accepts the calls, Acqueon Dialer initiates a call to the customer and patches the call between the agent and customer.

You can perform the following activities:

UI	Description
	Place a call on hold.
	Direct Transfer a call.
	Consult a call.
	Schedule a Callback.
	Disconnect a call. After disconnecting, the call is still visible but remains in a deallocated state for 2 minutes so agents can finish updating the wrap-up log.
	Wrap up a call.
	Reclassify an Interaction.

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Outbound Dialing