SAP CCtr queue dialer with SAP CRM OB integration

[piotr_pytlakowski2]

Hi Guys, has anyone tested the new way of OB campaigns execution based on SAP CCtr queue dialer integrated with SAP CRM via OII? Does OII send in this case the same events to ICI, as using standard (old) OB mechanism in SAP CCtr?

[former_member158363 · Accepted solution]

Hello Piotr,

we have switched some of our customer to the queue dialer from "classical" campaigns and we run it without problems.

To add to what Jukka has written - this also mitigates problem with rescheduled calls, which were scheduled out-of-campaign-stack of calls. If, for instance, a call was rescheduled to 4 p.m. but all other calls were finished by 3 p.m., agent was automatically disconnected from the campaign and the rescheduled call was not offered to him. He/she had to "remember" to join the campaign after 4 p.m. in order to get the call offered.

On the other hand, parameters for mixing inbound/outbound calls are no more valid, you have to translate them to skills and priorities.

BR,

Dawood

[piotr_pytlakowski2 · Accepted solution]

Thanks Dawood!

[former_member736352]

Hi Piotr,

It's not very new anymore, it has been in package since FP12 or something. 😉

In general the function is very same with the "old" approach, you login to a queue, which allocates a contact to you and once accepted it will open the traditional Outbound view. Then when call is closed it should close view. So, what this thing is doing is that you don't need to go to Outbound tab and sign in to a campaign.

The good thing is also that when you use queue dialer, then CEM takes care of priority. For example you can mix very easily emails, incoming queue and outbound. All are coming to agent with a prio order defined by queue or IVR for example.

Also please keep in mind Communication Panel where we have new user interface for Outbound Campaigns which is evolving all the time. News for onprem customers when and how to get new package is expected during February 2021. I cannot share plans here, but if you wish to hear more please drop me an email to Sinch email address.

BR,
Jukka