Outbound Priority Over Inbound

[martinch]

Good morning guys,

I had a question. When I'm running a RATIO blended campaign, how can I force the outbound dials to take priority over the incoming inbound calls? I have had a look at the queue priority option but couldn't get it to work in a way that the inbound call would not automatically drop to the next READY agent.

From what I can see from agi-VDAD-inbound-ALL.agi, inbound calls will always be routed to those READY agents despite the fact that AST_VDauto_dial.pl could be dialling calls for those agents.

Here's an example;

- 1 agent is logged into TEST campaign. It's a blended campaign.
- Agent selects an ingroup and enables outbound.
- Agent selects ready and waits.
- Autodial script places one outbound call for the agent.
- The outbound call is ringing.
- An inbound call lands on the DDI for the campaign.
- agi-VDAD-inbound agi handles the call.
- agi script routes the call to the waiting agent.
- meanwhile, the outbound call that is ringing is answered however, there is nobody on the line to take the call and no place to route it.

Anybody know of any current settings combinations that can achieve what I'm looking for?

Thank you guys,
Martin.

[mflorell]

There is currently no way for a ringing-but-not-answered auto-dial outbound call to take agent priority over an already-answered-with-customer-on-the-line inbound call.

Doing so would require some significant changes on the inbound routing processes, as well as adding new settings to allow this to work.

It could also result in the inbound calls never being answered as long as there is a single outbound phone call ringing.