Receiving Outbound Calls from Inbound Queues

An outbound campaign can be configured so that an inbound call queue is used also for the campaign. Agents with serve rights to the queue will receive inbound queue calls as well as calls from any campaigns configured to use that queue, in priority order.

To configure such a campaign:

Select the QueueDialer for the dialer type, see Managing Outbound Dialers.
In the campaign's basic settings, you can define the inbound call queue in the Queue setting, see Configuring OB Campaign Basic Settings.

The campaign can be in the Preview, Predictive or Progressive mode.

The agents can receive OB campaign calls from an inbound call queue when they fulfill the following conditions. They do not need to join the campaign separately.

Agents are using CDT. Campaign calls are not allocated to MTD terminals nor to external agents.
Agents are logged on to the inbound queue defined for the campaign.

Added in 1705.