The following permissions:
- Outbound > Settings > Edit
- Outbound > Settings > View
Configure outbound campaign call settings, including automatic time zone mapping settings, that apply to all campaigns in your organization.
- Under Outbound Dialing, click Outbound Settings.
In the Outbound Settings section of the page, you can configure the following call settings:
|Max Calls Per Agent||Limit the maximum number of outbound campaign calls that the system can place to an agent. Type a value less than the maximum of 15.|
|Max Line Utilization||
Changes the percentage of maximum number of outbound lines that the system can use. For example, to leave 40% of the lines available for inbound calls and use 60% for outbound campaign calls, set the value to 60.
This setting applies only to campaigns that specify Edge groups. It does not apply to preview campaigns.
Example: a customer has 2 Edges assigned for a campaign, and each Edge has 256 lines. If Max Line Utilization is set at 75%, only 384 lines will be used out of 512 total.
|Compliance Abandon Threshold (in seconds)||Change the allowable amount of time (threshold) for an agent to answer a call transferred to a queue before the system considers the call a Compliance Abandon. Type a value in seconds. The default is two seconds. For more information, see Outbound abandoned calls.|
|Calls Subject to Compliance Abandon Rate||
Change the group of calls subject to the Compliance Abandon rate calculation. Select All Calls or Calls that reached the queue. For all calls, the calculation is abandon calls/all calls, including, for example, busy and no answer. For calls that reached the queue, the calculation is abandon calls/only the calls transferred to the queue, usually live voice calls.