Agents will notice a new button on their dashboard.
With the deployment of this button, agents will no longer be able to receive incoming calls while working on outbound campaigns.
Agents will be required to select between inbound and outbound channels to determine the type of work they will receive.
With inbound selected, agents will be able to receive inbound calls without having campaign leads served to them.
With outbound selected agents will not be eligible to receive incoming calls and will only receive campaign leads.
In an environment where clients are not using the Zailab Campaigns feature, agents need to ensure that they have the Inbound channel selected.