CX: Common FAQs

What does calls failed mean? Making an outbound call and not getting to the member? Or a member calling in and the call not getting to us, or us rejecting it?

Only inbound calls: agents must click Answer to answer the call. If for any reason, such as, the agent does not hit Answer and the call cycles to next agent, the Microphone is disabled or phone is not registered, hence cannot click the answered button, considered failed call.

An agent is automatically placed in Exception Mode when the number of unanswered calls routed to that agent reaches the configured threshold (believed to be 100 unanswered calls per agent for RSI).

Agents can be removed from Exception Mode through the Dashboard or manually exit Exception Mode themselves.

Reporting is from account creation, not deletion

Recordings age is after 60 to 90 days

V3 doesn’t include the “call dump” option.

The Call Dump is the same CDR report, but it lists every single leg of every call, whereas the normal “Generate” groups the call legs under the UCID/Call ID for easier visibility and troubleshooting

Crexendo SU can go to DID Addition and change the caller ID, reviewing if we can offer an option to customer admins.

Wrap up time is only available if the Dispositions are enabled on a Campaign

Unlike VIP users, agents logged into the CX platform do not have individual Dial Permissions for outbound calls, whether placed manually or through an autodialer. Instead, outbound dialing permissions are managed globally through the CX SIP Trunk.

The CX SIP Trunk determines which outbound calling destinations are permitted based on the following settings:

• US and Canada
• International
• International Global

Since CX is an enterprise level Skills based contact center agents cannot login and out of specific queues/campaigns.

Alternatively, a Supervisor or Admin can add/remove agents from a "Skill" (belonging to that campaign) when they like or when it is necessary.

Agents do have the ability to change what "mode" they are in if given the option (see pic below) to choose what "type" of campaigns they are "working" at the moment if they belong to multiple Campaign types: Inbound, Outbound, Manual, Digital, or All (Blended)

Edit Agent View to Enable or Disable Agent Modes

Agent Dashboard Live View

This shows the Agent Modes that can be selected.

Go to this article: How To: CX - Mask or Hash out Caller ID in Reports

Go to this article: How To: CX - Enable Agent Dashboard and Performance View

Refer to this article: Problem: CX - Enter Exception Mode After Multiple Missed Calls

WAV PCM Signed Mono:

• 16 Bit
• 8000 Hz
• 128 Kbps

Refer to this article: Policy: CX Call Transfer 4001310

Add the role_callback role to the account.

NOTE: The 30-minute reminder will look like this:

 

TIP: To view and interact with the manual callbacks:

This can be accessed in Manual mode or Blended mode. 

 

Go to this article: How To: CX - Change MOH for Campaigns

CX does have a VM function, but it is limited:

• Supports 1 VM globally for the account; all campaigns can only use this CX voicemail box
• Requires the campaign to set up and push URLs to function
• Can do VM to email

The Timezone should always revert to PST based on the account's default timezone, which means any time an agent clicks to schedule a manual callback, it will automatically be in PST.

Refer to this article: Problem: CX - Screen Pops Close Automatically

By default, the CX Agent Dashboard displays all agents and skills, regardless of the campaigns or skills assigned to an individual agent.

Question: What happens if an agent declines a call from a client with the "Decline" button? Does it roll over to the next available agent, continue to stay in the queue, or does it become abandoned with the manual decline?

Answer: If the agent hits Decline and another agent is available, it will move on. 

If no agent is available, it will continue to present to that agent. It is not considered abandoned unless the caller disconnects.

Whole Question: For calls rolling over, if an agent lets a call ring through and does not pick up, when does it roll over, or what is the time limit? I know we've set the threshold for Agent ring abandoned/letting calls go through and roll over with the notification and put agent in suspended state, but wondering how long it rings until the call rolls over.

Answer: Within the IVR Flow – has a defined duration (Max Dial timeout) on the Skill itself. If the agent doesn’t pick up, it will ring the next agent if they are available. If no other agent is available, it will continue to ring them until the defined next step threshold is reached and move on – i.e. vm, etc..

Whole Question: SMS and texts — what happens to texts when all agents are logged off of the Hotlines, whether during the day or at the end of the day? If clients text back, will it go through the queue and show up as a list for the Hotlines or Agent? For the standard Hotline shared queue campaign structures and the agent individual campaign structures.
 

Answer: The SMS will clear out of the campaign after 2 hours, it will be removed from Queue. But, the SMS will be part of the Digital Report if it needs to be reviewed.

Before the agent answers the call, the Agent Dashboard will display the following, letting them know the call is an outbound callback. It is defined as Progressive Dialing at the top of the interaction screen. It should also show the Campaign initiating the outbound call; in your case, it would say CAMPAIGNNAMECallbacks

If an agent clicks on the detail, it will show the full details of the call. Refer to the screenshot above.

When an admin manually uploads a list of numbers to an outbound dialer, the list expires after 30 days, and a new list would need to be uploaded.

Refer to the article: How To: CX - Add Estimated Wait Time and Position to Queue