How to treat customer voicemail boxes with Campaign Dialer

Introduction

When using the Campaign Dialer to contact customers, the possibility exists where the voicemail box of a customer accepts the call. With the example below you can quickly leave a professional/standardized/corporate message in the voicemail box of the customer when the Agent hears the Campaign Dialer call has ended up in a voicemail box of the customer.

Prerequisites

• UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. configured with Campaign Dialer, see: Installing Campaign Dialer

Configuration

1. Add predefined greeting to Outbound Dialer list Item (Voicemail Message or Voicemail Audio Message) Learn More

How to use

1. Campaign Dialer item is scheduled

2. Agent becomes available

3. Campaign Dialer calls agent

4. Agent accepts

5. Campaign Dialer calls customer

6. Customer doesn't accepts and the call is routed to the voicemail of the customer

7. Agent Presses the * key, gets disconnected and agent is ready for the next call

8. Campaign Dialer leaves message in voicemail box, marks the CDR Call Detail Records (CDR) are the meta data of a converstation: who talked to whom, at which time, for how long and with which identity among other things (skill, optional classification, etc) which gets stored in your SQL (analytical) database. record as "went to voicemail" and, if configured, reschedules the call.

9. Customer hears the automated message when listeining to his/her voicemail box.