If your agents aren’t receiving any calls to work on and your agents are in Available mode for long periods of time on the status board this could be the result of your data not dialling.
Check whether you have a positive balance. Admin users can view the balance in the top right of the contact centre next to the Top Up button.
Admin users can also choose whether supervisors and agents can see the balance. To show or hide the balance hover over the Configuration icon from the Navigation bar and select System Setup and then Global Agent Options.
You’ll need to check that your datasets are live so the dialler can begin working on calls. To change the status of your dataset hover over the Data icon from the Navigation and select Dataset Management.
You can filter the list of datasets by campaign on the left. To edit a dataset and change its status click on the icon to the right. Now you will be able to assign it a queue, change the priority and set the status to Live.
You can check the Call Back Status is set to All Records to ensure all previously attempted records are called back. This may change depending on the rules set in your contact centre’s Max Attempts settings.
A fresh record is data that has not yet been attempted by the dialer. To check fresh data you have available go to Dataset Management from Data. You will be able to view how much fresh data you have available to dial by hovering over the progress bar of a dataset.
Available Now indicates the number of records that are ready to be dialled and gives a percentage against the total records.
Available Later displays how many records have been called and have had an incomplete outcome set against them; which may include Answer Machine, No Answer. The retry times set on the outbound queue will determine when they become available to be dialled, they will then move and show under the available now total.
You will need to ensure your agents are assigned to the same queue your dataset is assigned to. To check this navigate to the Queues tab in Agents, Teams and Queues, and select Queues.
Check to see if your agents are assigned to the right queue click on the specific agent to view which queue they are assigned to. To assign agents to the queue, click on the cog icon to the right of the queue, and select Assign Agents.
Tick the agents you want to assign and select a priority level for them on the queue.
Ensure that your dataset is assigned to an outbound queue and that agents have been assigned to that queue. Even if your agents are not available the dataset will dial when an agent becomes available. If your dataset is still not dialling then it could be that the priority setting on the queue is switched off.
To check to see if the outbound queue your data is assigned to is turned off you will need to edit the queue. Hover over the Configuration icon, choose the Queues tab from Agents, Teams and Queues. Select the outbound queue your dataset is assigned to and edit it from the gear icon on the right-hand side of the queue. Head to the settings tab and turn the Priority from Off to On.
CLI and DDI validity
Data not dialling may be caused by a missing DDI or CLI (one that might've been previously assigned, but has since been removed). A number may have been re-assigned by an Admin, or removed entirely by 8x8 (contact Support if the latter applies).
Note: If an Outbound queue is missing a CLI entirely, it will not dial at all.
To what numbers you have, and whether they're assigned on your Contact Center:
- From the Configuration page select Allocate DDI.
- Search for your telephone number on the list to the right-hand side to see if it is assigned to the Contact centre.
- If assigned: a QID (Queue ID) will be assigned next to your number.
- If unassigned: text will display Unassigned.
You can also check this in another part of your Contact Center, in Agents, Teams, and Queues:
- Go to the Configuration page.
- Click Agents, Teams, and Queues then the Queues tab.
- In the search bar, on the right-hand side, enter the telephone number.
Your search results will present you with a list of queues that have that number assigned to it, either as a CLI or DDI.