1:1 Calling

In many sectors, especially BFSI, there are relationship managers allocated to the customers. In such cases, you would want the mapped relationship manager to contact those customers.

Outbound Dialer now supports providing an agent to be attempted with each customer record. To quickly get started, follow these simple steps:

1. Create an Outbound Dialer flow with Auto Dialer mode.

2. Create a Queue and assign the Dialer Flow

3. Set the Ring Strategy as 'Selected Agents'

4. Bulk add all your agents that will be used for mapping

5. Go to your Outbound Dialer flow

6. In your Agent Connect widget, select the Queue created on Step 2

7. In the 'Selected Agents' input (Currently name 'Preferred'), enter the flow variable that will include the Agent Key of the agent that will be attempted.

8. Now, you just need to pass the Agent Key of the agent in that flow variable, value of which can come from upload file list, API or from any CRM configured in the flow.

Also, you don't need to worry about the distribution of agents in your calling list. As in one of our internal test, we uploaded a call list of 1,00,001 customers, with first 1,00,000 mapped with Agent One and last one mapped with Agent Two, after uploading, Agent One and Agent Two got calling at the same time. Let your Sales Managers and Relationship Managers OSOD their targets

1:N Calling

The next version of 1:1 calling is 1:N calling, which includes completed queue mapping and back-up agent.

You can set multiple backup agents in the Flow variable, comma separated. The first agent is the primary.

The primary agent will be hunted and acquired and called. If the agent is not logged in or on pause, the system will keep checking every 10 mins for the agent to be available.

Once available, the primary agent will be called, if the agent rejects the call or is unavailable for any reason, the backup secondary agent will be called.

If the backup agent also does not pick up the call, the flow will be rescheduled according to rescheduled configuration.