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What agents should do when the Skip button is disabled on a Preview Call

For a base script, the Skip button is grayed out while agents are on a connected Preview Call. While on a custom script Preview Call, the Skip Call button is disabled to prevent things getting into a bad state. Since the agent cannot Skip the call, she must manually disconnect the call, or disconnect using the My Interactions page.

If the agent does not disconnect the call, here's what happens while on a custom script Preview Call with Campaign Call status with "Preview Call" Dialer status:

  • Agent clicks the Skip Call button. Status changes to Follow Up and Dialer status changes to Waiting For Call.
  • Agent clicks the Available button. Status changes to Available, with Dialer status Waiting For Call.
  • Clicking Disconnect or Disposition does not disconnect the call.