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Setting Up a Parallel Dialing Session:
- Agents begin by launching a parallel list from the AutoReach interface.
- Agents select their outbound number and set the maximum number of simultaneous calls.
- They connect to the dialing bridge by selecting the green connect button and dialing a given 10-digit number & PIN provided by the system
- Once connected, the interface indicates an active session, highlighted by a green indicator:
- AutoReach highlights records being dialed in yellow, providing clarity to the agent about active calls being dialed:
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Call Connection and Handling:
- When a call is answered, the agent is connected
- The contact record is shown to agent highlighting past history, call scripts, and an area to take notes:
- The system drops other calls if one is answered, playing an abandonment message to the dropped calls.
- Disposition Logging:
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- After the call, agents log a disposition, marking the call as successful or unsuccessful.
- This updates the system and prepares the agent for receiving the next call.
- To enable dispositions in AutoReach see here.
- After the call, agents log a disposition, marking the call as successful or unsuccessful.
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Additional Notes
- Max Call Limitation: The system allows up to 5 simultaneous calls per agent, with the option for admins to set lower limits.
- One Agent per Campaign: Each parallel dialing campaign is designed to have one agent at a time.