Agentless Interactions will pop a script and pass all data mapped to script fields using call attributes, rather than passing the data on data pop event (which contains the dialer attributes). For example, Dialer will make a call to a customer and plays a recorded message first with a range of options to select from. This may or may not lead to being connected to an agent. The data collected prior to being connected to an agent can be stored against the interaction and used in CallScripter through the data exchange process below.
The data exchange for an agentless interaction is handled by configuring the campaign in Interactive Administrator, setting the Copy Dialer Attributes to Call Attributes flag to True.
Each field in Dialer call list for a given record is passed through to CallScripter as a call attribute with the following naming convention:
· is_attr_column_name, e.g.
· is_attr_address1
· is_attri_address2
Agentless interactions are available for any user that is available for the attendant profile to transfer the call to. The agentless interaction has no link or connection to the dialer once the call has been placed and routed to the outbound attendant profile and does not pass information back to the call list.
Linking the data to the script fields is carried out in the same way as standard campaign linking (see Linking Script Data to Campaign Data). When linking each script field the CallScripter integration will not display the prefix "is_attr", but will display the text following this. Please note the data on Dialer will not be updated.
Agentless interactions are not dialer interactions once routed via an outbound attendant profile, and will not have a DDI. They will have a campaign name (based on the is_attr_campaignname attribute).
When an interaction is routed via an outbound attendant profile the following attribute is set to the name of the outbound attendant profile: intattr_profilename . If an interaction is this attribute populated CallScripter will assume it is an agentless interaction.
4.5.53 for Interactive Intelligence