Some backstory: We operate a contact center and use multiple agentless dialer campaigns throughout the day in order to supplement call volume to our physical agents. We have edge devices on premise that integrate with our phone system to make these outbound calls. Because of this, we have the need to manage the number of outbound lines being used at any given time so as to not overflow the contact center with clients, or bottleneck the phone system by consuming too many active outbound lines.
With that being said, for actively running campaigns this functionality (throttling) looks to be disabled via UI, and requires the campaign be stopped before modifying line count. Is this disabled for a specific reason?
We ask because we found a work around for this by updating the (running) campaign's outbound line count via OutboundApi, but the documentation does not explicitly mention support for this functionality. Will we run into problems doing this or is there a safer/more effective way to throttle line counts that we are missing?
General configuration and UI questions are more appropriate for the PureCloud Community Forum or opening a case with PureCloud Care. This forum is specific to customizations and API use.
Thanks for the heads up Tim. I'll go ahead and post over there as well.
Not sure if this falls under general config:
For the API side, when updating a running agentless campaign via put_outbound_campaign, do you know of any issues with altering outbound_line_count? It seems we receive higher inin-outbound-disconnect rates when modifying this via API.
If you're seeing higher abandons with a particular campaign configuration, that's a result of the configuration and operation of the campaign, not the API. There won't be any difference in a campaign configured via the UI or directly via API if you're configuring the same values; the UI uses the same APIs that are available to you to update the configuration.