Skills-Based Preview Dialing

In preview dialing, an agent becoming available prompts the Dialer to supply that agent with the next contact on the call list. The agent then clicks a button to place the call to the contact.

Skills-based routing of preview contacts uses a combination of null call objects and Dialer's skills-based routing capabilities. A null call object represents the contact to be preview-dialed, allowing that contact to be routed to an agent based on availability/status. The scripting side of Dialer accepts a null call object and uses information in that object to place the call.

Skills-based dialing in preview mode uses the Active Agent Skill Table and the Contact Cache previously described. When an agent becomes idle, Dialer selects a call from the cache that matches the agent's skill combination. ACD routing is not performed with preview calls.

NOTE: The case of no contacts with appropriate skills for an available agent is reported via the Dialer Health View and messaging. These alerts also occur in the reverse scenario: no agent is available for a contact with the specified skill.