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Old 04-21-2016, 05:26 PM
bennylu bennylu is offline
Join Date: Mar 2011
Posts: 221
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Default outbound dialer & skill?

A client with 3 sites is using IPOCC. To make overflow easier, I use one Agent Group with 3 different skills for 3 sites. All work fine except the following issue.
If calls do not answer within certain time, IVR 'ask for loop' kicks in and allows caller to press 1 for callback or 2 to leave a message. The callback goes to dialer and we use preview method. I have tried to add skill to the callback topic but it does not work. The callback job goes to any available agent. Is there any way to let the callback follow the skill settings?
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Old 04-21-2016, 11:26 PM
kruegerb kruegerb is offline
Join Date: Oct 2013
Location: Stuttgart-Germany
Posts: 276
kruegerb has 12 reputation points

Skill based routing works for inbound only. For dialer calls only free agents are checked, skills not considered. Works as designed
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