Prioritize or disable certain lists for certain agents

[dspaan]

I'm wondering if there is way to do this.

We have a campaign that contains multiple ingroups and each ingroup has the WAITTO option in use and allows callers to press 1 to be called back (CIDCALLBK), and for each ingroup when a caller does this the lead is inserted into a specific list.
These callback lists are enabled for all agents right now. Is there a way to send some of these automated CID callbacks for specific lists to specific agents only instead to all agents? For instance:

Callback list 1 - agents 2, 3 and 5
Callback list 2 - all agents
Callback list 3 - agents 1, 2, 6 and 8

I've been looking into grade and rank but that only applies to inbound as far as i can see. Maybe owner only dialing but then we'd have to switch from RATIO to MANUAL DIAL.


Versie: 2.14b0.5
SVN Version: 2951
DB Schema Version: 1540

[mflorell]

You can do this with per-User lead filters if you use no-hopper manual dialing.

[dspaan]

That's the thing, we use ratio 1 line per agent dialing for this campaign.

[mflorell]

There is no way to do anything in a "per-agent" way when dialing RATIO.

[dspaan]

I know. Maybe there should be a hybrid form between manual dial and ratio dialing? A way of dialing that always dials 1 line per agent and routes that line to that agent only and not to another agent, so some of the next agent call methods would not be available for this dialing method. Because this would also allow automatic dialing of personal callbacks. It is something that other dialer software does offer.

[mflorell]

You can already do automatic manual dialing of triggered personal callbacks using the "Dial Next Number" button and the campaign feature "Next-Dial My Callbacks"

Next-Dial My Callbacks -This option only works for MANUAL and INBOUND_MAN dial methods, and also only if No Hopper Dialing is enabled. This feature will look for Scheduled Callbacks that have triggered for the agent and dial them next when the agent clicks on the Dial Next Number button on their agent screen. Default is DISABLED.

[dspaan]

Yes i'm aware of that new feature but this only works for MANUAL DIAL methods.

[mflorell]

I know we've quoted adding that functionality a few times before, but it's a lot more complex to do it for auto-dial agents, so none of the clients we quoted elected to move forward with the project.