Amazon Connect - Outbound calls only

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hi everybody,

some of our agents are tasked to make outbound calls only. they are not required to receive any inbound calls. but the softphone on CCP keeps ringing when they have the status as Available. they cannot make phone calls out until they missed the call.

i'm wondering is there any solution to that? a certain group of agents who don't receive incoming calls.

thank you!

Roc

asked 3 years ago117 views
4 Answers
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It is my understanding that a Q is needed for inbound calls. Have you tried removing queues from the routing profile?

MuaGS
answered 3 years ago
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Is the inbound queue that is routing these calls in the Routing Profile for these outbound only agents? If yes shouldn't it be removed? Also, why are they in Available status if they are making outbound calls? If they were in some other status they would not be a candidate for any inbound queue call so it wouldn't ring to them.

answered 3 years ago
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So there are a few things you will need to do is remove the queues from Routing Profile Queue as MuaGS mentioned. You need the outbound queue for reporting. Alot of contact centres go unavailable when making outbound calls when as KristinL has recommended.

Obviously when you make outbound calls you will present a number to the customer so they will use that to call back if they have a missed call. What i do is provide a diffferent call back number (Outbound caller ID number on the queue) that has a contact flow that plays a messages saying you were call by Company X etc therefore it does not go to the agent, but lets the customer know who called them which in the UK is required but is also best practise. Therefore this will not reach any of the agents. You can then easily report on what customers call you back if needed.

hope that helps?

m66rus
answered 3 years ago
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thank you for your reply. that's exactly what I was going to do.

answered 3 years ago

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