Chapter 4 Features and Enhancements
Agentless Campaign - Feature
The campaign mode called “Agentless” dials on behalf of campaigns without live agents.
Transferring a Call off of the TSP
For Agentless Campaigns, the Protocol C messages M_XFER_DIAL allows transferring a call off the TSP.
Imbedded in the syntax of this message is a trunk group identifier. It allows the adjunct to select the Third Party Trunk Group, IVR Trunk Group, or Default Trunk Group.
•Third Party Trunks are those trunks assigned to the THIRD_PARTY keyword in the Dialing Rules.
•IVR Trunks are those trunks assigned to the IVR_TRUNKS keyword in the Dialing Rules.
•The Default Trunk Group selection will use whatever dialing rules are in place to select a trunk group.
As of this writing, Enterprise Edition does not have the ability to set the desired trunk group. Therefore, the default trunk group selection is always used. This may not always be desirable. For instance, it may be necessary to transfer the call over a specific set of trunks.
An interim solution has been implemented in the TSP using a temporary key- word (TRANSFER_GROUP) that can be added to the TSP Dialing Rules. This will allow selecting which group to use for this dial type.
The following are the only acceptable assignments:
TRANSFER_GROUP | 0! Use whatever is specified in the M_XFER_DIAL |
message |
|
TRANSFER_GROUP | 1! Use the IVR Trunk Goup |
TRANSFER_GRPUP | 2! Use the Third Party Trunk Group. |
Example:
Let’s assume that The TSP already has a Third Party trunks assigned, but the Call Center wants to route Agentless Campaign calls over trunks 241 through 280. You would add the following keywords to the Dialing Rules, and then, stop and restart the TSP.
IVR_TRUNKS
TRANSFER_GROUP 1
Page | Version 4.0 | CPSEE_TSP500 User Guide |
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