Handle Campaign Calls on Inbox

This topic describes how an agent can handle a campaign call on Inbox in Linkus Web Client or Desktop Client.

Procedure

  1. On Linkus Web Client or Desktop Client, go to Outbound Call Center > Inbox.
  2. Handle a campaign call according to your needs.
    Handle call position
    In the Call Disposition section, you can efficiently mark the call outcomes by selecting predefined disposition codes.

    1. In the Select Disposition Code drop-down list, select a disposition code to mark the outcome of the call.
    2. Optional: In the Remark field, enter a short description about this call.
    Schedule a callback
    In the Callback Registration section, you can schedule a callback during an active campaign call or the wrap-up time. The system will call the contact again at a scheduled time.
    1. Select Need to call back.
    2. Configure the callback settings.
      Setting Description
      Callback Time Specify the time for the callback request.
      Callback Number Select the contact's number to be dialed.
      Direct to me Decide whether to route the callback right to you.

      If enabled, the callback will waits for you to become available until timeout.
      Remark Enter a short description for the callback.
    Add to DNC List
    Note: This option is available only if the administrator has granted you permission, and is limited to calls that do not require a callback.
    You can add the contact to a DNC list during an active campaign call. If a campaign is currently running and uses that DNC list, the system will skip calling the contact in that campaign.

    1. Select the checkbox of Add to DNC List.
    2. Configure the DNC settings.
      Setting Description
      Number Range Select an option to add current number or all numbers of the contact to DNC list.
      DNC Remark Enter a short description for the DNC contact.
      Target List Select the DNC list to add the contact.
  3. Click Save.