Callback number (caller ID) best practice

We will be using a new callerID number, and acknowledge that many people who miss calls often call the missed number back. Hence, we would like our agent(s) to take incoming calls while in a predictive dialer campaign. Clearly I understand that if all agents are engaged in active calls, the inbound call would need to be go into a queue or voicemail. However, we want the agents to try to get inbound calls for the Phone Number appearing on the callerID for contacts in the dialer campaign. How is this best achieved? Thanks

Yes, with Voicent blended call center solution, your agents can be on a predictive dialer campaign and answering incoming calls. On Voicent cloud, the inbound lines/channels are separate from outbound channels, so calls will not conflict. Normally, businesses use less inbound channels than outbound channels. The maximum inbound channels needed is the total incoming calls in peak time, including the calls waiting in the queue.

Now for caller ID. If any agent can answer incoming calls from any customer, then it is simple. Just choose one incoming number as caller ID for all your campaigns.

If customers are assigned to different agents and you want customer call backs to go to the right agent, then you need to do the following:

1. Give each agent an incoming phone number. When choosing the flex plan, if you have 10 agents, make sure to choose 10 x “inbound call center with phone number” feature.
2. Go to agent profile to set the caller ID. This will make sure the caller ID is displayed correctly when an agent makes a manual call
3. Each agent should run his own campaigns, with his own assigned list and select his caller ID for the campaign