Forward to agent on answer without playing IVR

ICTBroadcasting provides different campaigns for different purposes its facilitates complete campaign management for every user. Each user can manage, monitor, and run multiple campaigns separately and independently. There are many campaigns that a user can create. A user's requirement is that when a customer attends the call , the call should be forwarded to the agent. NO message , no recording no audio , nothing should play and the customer should talk to agent directly, to fulfill this requirement the user can implement Agent Campaign .

Agent Campaign

This type of campaign dial numbers from contact list and on answer by the recipient, directly forward call to agent/external call center/IVR system. You can create agent campaign from Campaigns tab. When user selects this campaign, it will open a form that lists all the options and settings for creating this campaign.

ICTBroadcast offers an updated version of Web phone for Agents. This WebRTC based phone allows agents to receive calls only using their browsers, without any additional hardware or software. In addition to receive forwarded calls it enable agents to do following actions.

  1. Load contact details in popup / CRM
  2. Load campaign script
  3. Call Transfer
  4. Set agent status Available / Unavailable

The general parameters that needs to fill out for Agent campaign are:

Campaign Name

Contact Group

Campaign Mode

Voice Message

Introductory Message

DNC Action

Agent Extensions

AMD Action

Settings

Max. Concurrent Channels

Max retries

Max call Duration

Caller ID

Caller Name

Campaign Schedule

You can choose when to start this campaign. Click on "Save" button on top to save the campaign.