inbound
4 posts.
Queue Priority: which calls reach agents first
When outbound and inbound calls are both waiting, Queue Priority decides who gets to your agents first. A higher number wins. Here is how the defaults work and when to change them.
Read postHow to set up a blended VICIdial campaign
A blended campaign lets the same agents take inbound calls and dial outbound from one seat. Here is how to turn outbound dialing on for an inbound-enabled campaign without overwhelming your queue.
Read postBlended inbound/outbound dialing explained
Blended dialing keeps agents busy by mixing outbound calls with inbound ones: dial out when it is quiet, queue the inbound call when one arrives, then route it the moment an agent is free. Here is how the pieces fit.
Read postAllow Inbound and Blended: turning a campaign blended
Allow Inbound and Blended is the campaign switch that lets your outbound agents also take incoming calls. Flip it to Y and an Allowed In-Groups list appears so you can choose exactly which inbound queues they can pull from.
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