why does it say live call when the phone rings?!
Posted:
Fri Dec 07, 2007 10:49 pmby bobbymc
When i make a manual call and the phone starts ringing the lead shows as if the user already picked up.. for example the transfer button becomes available and other buttons that should only be available if the person picked up.. i tried to mess around with he dial plan that places the calls to my provider and when i add ||o at the end it rings but if i do ||r for example it deosnt ring and sometimes things act differently based on what i use as a option at the end of the dial plan.. any idea what i can do to fix this?
Posted:
Thu Dec 20, 2007 10:45 amby lottc
That is how manual dial works.
When a call is placed through Ratio or an Adaptive method, the channel is not yet allocated/assigned to the agent...and thus no "Live" graphic.
In manually dial, a channel is allocated and associated with that agent. Depending on you provider and dial-plan, the agent may even hear it ringing. At that point it is a "Live" call.
I almost always use Ratio/Adaptive because we have blended dialing. This allows incoming calls to be transferred to agent (and does not do so in manual dial mode). The truely paranoid can even set the "Avail Only Tally" option, which cause it to only ever start dialing when an agent is available. This might even be preffered if you are running a small campaign outside the main group with under 3-4 people.
-Lott