Why use remote agents for press 1 campaign

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Why use remote agents for press 1 campaign

Postby mubeen » Tue Oct 09, 2018 5:35 pm

Hi,

I'm relatively new to Vicidial, always used plain asterisk for dialing. I was reading Manager manual and I found "remote agents accounts can be used to do
outbound auto-dial message-playing campaigns".
Have also seen agents using (in different call centers) remote agents for that purpose. Was wondering why they are not using normal users for that campaign?
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Re: Why use remote agents for press 1 campaign

Postby thephaseusa » Wed Oct 10, 2018 2:59 pm

I think in the past people would use remote users for press 1 before balanced dialing. As was pointed out to me a few months ago, there is no reason to do that anymore. Just use regular users.
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Re: Why use remote agents for press 1 campaign

Postby dspaan » Wed Oct 10, 2018 3:07 pm

But for outbound auto-dial message-playing campaigns you don't use real users because the campaign auto dials numbers you upload and then when the calls are answered a message is played. That's what remote agents are for, they should really be renamed to virtual agents imho. As a manager you set such an agent active which logs them into such a campaign and the campaign then starts dialing.
Regards, Dennis

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Re: Why use remote agents for press 1 campaign

Postby mubeen » Wed Oct 10, 2018 5:07 pm

So basically remote agents are for such campaigns in which we don't really want to transfer call to an agent?
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Re: Why use remote agents for press 1 campaign

Postby dspaan » Fri Oct 12, 2018 3:48 am

No, remote agents are also for when you want an on-hook phone to ring when there is an inbound call and you don't want to use the GUI.

But in this case you also use remote agents to start the autodialing process and simulate real agents.
Regards, Dennis

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