Admins can select any call type based on the requirement as shown below, parameters in the call type are:
Inbound: In this mode, agents can have only Inbound calls.
Manual: In this mode Manually type a number in the dialer for outbound calls.
Preview: In this mode, the agent can see the number in the dialer to dial the call or skip the dialer for auto-outbound calls.
Progressive/ Predictive: In this mode, calls are placed automatically for outbound calls.
IVR: Interactive voice response, or IVR, is an automated telephone system that combines pre-recorded messages or text-to-speech technology interface to engage callers, allowing them to provide and access information without a live agent.
Mail: It is a computer-based application for the exchange of messages between users.
Updated 2 months ago