Skills and Scheduled Calls

Campaign wide scheduled calls are treated like regular calls. Dialer uses the Active Agent Skill Table to determine how many calls need to be in the schedule call cache for each skill combination. Dialer will tailor its schedule of call list queries based on the current cache level and the desired cache level. The number of scheduled records in the scheduled cache will be similar to the contact cache for non-scheduled calls.

Agent owned callbacks will not respect skills. If a call is scheduled for a particular agent, then the call will be placed for that agent if the agent is logged on, regardless of what skills the agent has or what skills are defined on the contact list record.