lead ranking or directing inbound and/or outbound calls
Posted: Tue Jul 18, 2017 3:10 pmVicibox 7.0.3 from .iso | Vicidial 2.14-579a Build 161128-1746 | Asterisk 11.22.0-vici | CLuster setup: 1 web 1 DB 8 telephony | No Digium/Sangoma Hardware | No Extra Software After Installation
hey guys,
We have currently 2 campaigns currently. 1st camp is our new hires for the most part and the 2nd is for our more established people and the 2 camps call completely different leads. One campaign has roughly 60 agents and the other around 30 and we wanted to combine the 2 camps into one to help with efficiency and lead management. What would be the best practices as to directing certain leads to a certain group of agents? I had asked a similar question in the past and was told that the outbound calls could NOT be directed to certain agents but is this something that we could pay to be developed? Also we aren't very familiar with the usage of ranks within an ingroup and the manual is semi vague regarding this but within one ingroup would we be able to assign a rank to a lead that when that lead calls back in that it go to that matching rank within an ingroup? For instance we have 2 classes for leads .. 1 class is 1 the other is 2 and agents are either 1 or 2. When the lead imported it gets a 1 or a 2 and then when it is called the outbound calls goes to and agent with a 1 and if it is an inbound call from a lead with a 1 it goes to and agent with a 1. Is that in any way shape or form doable?
Thanks in advance!
hey guys,
We have currently 2 campaigns currently. 1st camp is our new hires for the most part and the 2nd is for our more established people and the 2 camps call completely different leads. One campaign has roughly 60 agents and the other around 30 and we wanted to combine the 2 camps into one to help with efficiency and lead management. What would be the best practices as to directing certain leads to a certain group of agents? I had asked a similar question in the past and was told that the outbound calls could NOT be directed to certain agents but is this something that we could pay to be developed? Also we aren't very familiar with the usage of ranks within an ingroup and the manual is semi vague regarding this but within one ingroup would we be able to assign a rank to a lead that when that lead calls back in that it go to that matching rank within an ingroup? For instance we have 2 classes for leads .. 1 class is 1 the other is 2 and agents are either 1 or 2. When the lead imported it gets a 1 or a 2 and then when it is called the outbound calls goes to and agent with a 1 and if it is an inbound call from a lead with a 1 it goes to and agent with a 1. Is that in any way shape or form doable?
Thanks in advance!