Blended dialing allows reps to take inbound calls while on an outbound dial list by automatically pausing when a new call enters the queue and resuming post wrap-up.
- Our blended dialing mode prioritizes an inbound call over an active dialing session. Here’s how the behavior works:
- Agent completes the current call in a dialing session
- AutoReach will automatically pause the dialing session so that the agent can answer the inbound call that’s waiting in queue
- Upon completion, the agent will enter back into the paused dialing session to finish the remaining call tasks.
- The delay slider (see above) is also a required setting that must be used to enable blended dialing:
- An admin user needs to adjust the Max Delay Slider Value to be greater than 0 seconds
- Agents also need make sure that their delay slider is greater than 0 seconds