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Default Outbound Call Profile

Outbound calls can be transferred to Attendant so that the connected party can interact with auto-attendant menus.  Outbound call flows can route calls to users or groups, and may perform other operations (such as surveys) without requiring handler customization.  When Attendant receives an outbound call, it is already connected to a contact. 

For example, a doctor's office might set up an outbound call flow to automate appointment reminder processing.  Or a contact center might use Interaction Dialer to contact thousands of customers, and pass each call to Interaction Attendant without agent intervention.

Synergy with Interaction Dialer

Attendant and Interaction Dialer work cooperatively as follows:

  1. Dialer places the call and analyzes it to figure out what the call is connected to (live party, answering machine, etc.)

  2. Dialer looks at its configuration and determines, based on the campaign that generated the call, which outbound profile should take the call.

  3. Dialer places two attributes on the call; a call analysis code (SIT, Fax, connected, answering machine, busy, etc.), and the name of the Attendant profile that should process the call when it is passed to Attendant.

  4. When Attendant receives the call, it routes it to the profile identified by the call attribute, and then routes the call to an outbound schedule based on the call analysis code.

  5. Standard Attendant routing is used after that. 

  6. If the call passes through a Disposition Interaction Dialer Call node, a custom finish code is set on the call for reporting purposes. 

  7. When the call ends, its disposition and reason codes are returned to Dialer.

Disabled Options

You can customize a Default Outbound Call Profile to play a wave file, but the you cannot rename this node.  Its Name field is disabled so that the profile is always named Default Outbound Profile for easy identification.  Likewise, its Active check box is disabled to insure that the profile is always available at runtime.

Configurable Options

See Custom Outbound Call Profile.

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