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Appointment Calls Assigned To Random Agent Not Agent Who Made Appointment

Appointment Calls Assigned To Random Agent Not Agent Who Made Appointment

We have a newly installed IPOCC R10 at a client who runs an outbound calling centre. They load numbers and Auto Dialer allocates calls to free agents in the group. If a called party asks agent to call later at a specific time, that agent makes the appointment and the system will dial out that party at the appointment time. Thats where there is a bit of a problem.....The appointment calls are not being assigned to the same agent that booked the appointment. Rather, the system allocates that appointment call to any available free agent.

Client does not want that scenario as the agents are paid per survey conducted. We had suggested loading the numbers Agentwise as opposed to Campaignwise but again the client doesnt want that option. He wants all numbers to be available for all agents within the group.

Any ideas how we can get the appointment calls to go to the same agent that placed that appointment?

RE: Appointment Calls Assigned To Random Agent Not Agent Who Made Appointment

How do they book an appointment?
What would tell the system shich agent to assign the call?

"Trying is the first step to failure..." - Homer

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