Place Follow Up Calls

Requirements: The Dialer Administrator selects the Allow agents to make additional calls to same record option on the campaign script. This enables the Follow Up Call feature for that campaign.

The Follow Up Call feature enables Interaction Scripter agents to place multiple, consecutive calls within a campaign to a single contact. When the Follow Up Call feature is available, you see the Place Follow-up Call check box in the Interaction Scripter view.

For example, suppose you dial a number, reach the contact, but the contact asks you to call back on another number. This other number could already be on the contact record. Or the contact could give you a new number. Using the Follow Up Call feature, you can make additional calls from the Interaction Scripter view. These calls are logged and fall under Interaction Dialer's compliance controls.

1. Select the Place Follow-up Call check box

2. Disposition the call by selecting the appropriate Call Disposition button.

Result: Your status is set to an Additional follow up type and calling mode changes to Waiting for Call.

3. In the Additional Follow Up section, note the following:

4. • If the Dialer administrator enables the Allow editing of Phone Number option for this campaign script, you can enter a phone number in the Manual text box.

   • Numbers that can be dialed immediately, have a dial button (phone icon)

   • Numbers that are blocked, due to DNC block or time zone block, have an Override button.

Note: You can dial a blocked number only if the Dialer Administrator selects the Permit override to DNC check or Permit override to TimeZone check options on the campaign script.

4. Do one of the following:

• Click the dial button for one of the available numbers.

• Click Cancel.