Cant get Blended Outbound and Inbound calls.

[nikeshshk]

Hi all,

I am trying to get both inbound and outbound calls for a single agent in a single campaign could you please help me on this.

Calls are in auto mode and outbound campaign and inbound campaign is working properly. Only cant get blended calls in single campaign and agent.

admin.php version
VERSION: 2.2.0-236
BUILD: 100413-2328

Thanks in advance

[williamconley]

1) Please post your installer version (GoAutoDial 2.0?)

2) When an agent "logs in", they must first choose a "Campaign", then they are presented with the "InGroup" choices to get their Inbound calls. The "Campaign" is for outbound calls. There is a "blended" button on the "InGroup" choices screen. If you have disabled the Ingroup choices screen (forcing the ingroups), you'll need to change the USER's configuration to "Default is Blended"->"Y" if I recall correctly. That will check the box for them even though they never see it.

[nikeshshk]

2) When an agent "logs in", they must first choose a "Campaign", then they are presented with the "InGroup" choices to get their Inbound calls. The "Campaign" is for outbound calls. There is a "blended" button on the "InGroup" choices screen. If you have disabled the Ingroup choices screen (forcing the ingroups), you'll need to change the USER's configuration to "Default is Blended"->"Y" if I recall correctly. That will check the box for them even though they never see it.

When an agent logs in they will select an "Inbound campaign", then they are presented to "Ingroups" and they also click the Blended checkbox on this screen but still outbound calls from outbound campaign is not getting transferred to inbound campaign.

If you have disabled the Ingroup choices screen (forcing the ingroups), you'll need to change the USER's configuration to "Default is Blended"->"Y"
from where Ingroup choices screen is disabled?
I have made this changes in user configuration
Closer Default Blended=1

But still blended call is not working.


if I recall correctly. That will check the box for them even though they never see it

[williamconley]

have you tried enabling the agents ability to choose blended to see if it will work then? Perhaps you do not have inbound enabled for this campaign?

[nikeshshk]

have you tried enabling the agents ability to choose blended to see if it will work then?

> How is that done william?

Perhaps you do not have inbound enabled for this campaign?

> do you mean I have to enable inbound in outbound campaign?

or do I have to change
Allow Inbound and Blended=Y
for my outbound campaign?

[williamconley]

Um ... Have you read the manual and set up an inbound campaign?

If you have, try NOT disabling the visibility of the "blended" button on a working inbound setup ...

[striker]

nikeshsk


once you enabled Allow Inbound and Blended in campaign, scroll down to the bottom of the campaign , there you can see "Allowed Inbound Groups"
select the ingroups which you created for inbound.

also post your cli results for the incomming calls ,need to check whether you have configured your ingroup ,inbound did properly