Preview - Call agent first

With this mode, the agent is called first, and information about the contact that will be called is presented in the Agent application's screen-pop and/or in the agent's CRM system.

When the agent has answered the call (e.g. after 15 seconds), the contact is called. The call might be answered, the number might be busy, or the contact may not answer within the defined max ringing time, or the agent concludes 'no answer' e.g. after 25 sec and hangs up when it's still ringing.

With this mode, the agent is prepared, and there will be no silent calls.

If the agent that's offered a Dialler Preview mode call clicks Reject or do not answer the call, the call is sent to the next available agent.

If the agent that's offered a Dialler Preview mode call clicks Cancel (ref the agent user guide), the call stops (not sent to another agent) and the contact is marked as 'disabled' (=do not call) in the Dialler list.

To speed up the process, agents can turn on auto-answer on their Puzzel Softphone. This is sometimes called "forced preview".