Set Up Snooze for Preview Dialing

Required security profile permissions: Skills Create, Dispositions Create

When you set up preview dialing, you can configure different actions for agents using MAX to take in response to a preview contact notification. One of the options is a snooze button, which delays calling the contact for 15 minutes by default, or by an amount of time you specify, before redelivering the call to the same agent.

1. If you have not already done so, set up a preview dialing skill.

2. Click Routing → Skills.

3. Locate the skill for which you want to enable snooze as a preview dialing option. Click the skill row to open it.

4. Click the Parameters tab.

5. Find the Delivery Preferences parameters and click Configure or Edit.

6. For Preview Settings, Compliance Settings, or both, select the Options to Display to Agents Snooze checkbox.

7. Configure any other preview or compliance settings you want in the preview skill and click Done.
8. (OPTIONAL) Change the default snooze rest period. By default, snooze delays dialing the contact for 15 minutes.

   

   1. In the skill Parameters tab, locate the Retry Settings parameters and click Configure or Edit.

   2. Scroll down to the Retry Management section and click Retry - Snooze.

   3. In the Edit Retry Settings window, set the default length of time you want the dialer to wait after an agent pushes Snooze to redeliver the call. You can use any of the three Time Delay Before Retry text boxes or a combination of any to configure the rest period. Click OK. The window closes.

   4. Click Done to save your settings.