Outbound Calls (P31)

• What are Outbound Calls?
• Do Reverse Check Calls, Chase Calls and Escalation Calls all have to be configured together?
• What needs to be configured in Timegate to use Outbound Calls?
• Where do I define Site telephone numbers (CLID Number)?
• Where do I define an employee’s mobile telephone number?
• How do I define an adhoc Escalation Group?
• What is a Reverse Check Call?
• How do I set up a Reverse Check Call in an Outbound Call Settings Profile?
• What is a Chase Call?
• What is the process for setting up a Chase Call?
• How do I set up Chase Calls in an Outbound Call Setting Profile?
• What is an Escalation Call?
• How do I set up my Escalation Calls in an Outbound Call Setting Profile?
• How do I assign an Outbound Call Setting Profile to a site?
• Do I need to set the SMS Alert Window in the Outbound Call Profiles?
• What outbound call interactions can be seen in the Call Monitor?

Note: A common misconception when setting up various outbound calls is that the Chase On/Off/Check/Escalation Windows shown in minutes indicate the time at which the various Chase/Escalation calls will occur. This is not correct. The value determines a window size in minutes within the calls will occur. This window extends the PostTime for the call. Take for example, a Post Time set to 10 minutes, a Chase Time time to 5 minutes and an Escalation time set to 15 minutes. The chase calls will take place inside the 5 minute window starting at the end of the Post Time.  The Escalation calls will then start in the 15 minute window starting at the end of the Chase window.