In cases where a customer gets disconnected during a conversation, you have the option to redial the customer from the After Call Work (ACW). Redialing the customer allows the agent to resume the conversation or address any unresolved issues without the need to initiate a new call from scratch.

To make use of the redial feature, agents need to have the ACW Callback permission enabled within After Call Work. This permission allows agents to initiate callbacks during the After Call Work phase, facilitating seamless communication with customers who may have been disconnected or require follow-up.

During the redialing process, you can grant agents the flexibility to switch to a different dialer when reconnecting with a customer. To enable this capability, check the box for Enable Custom Dialer Support in Redialer when configuring the After Call Work (ACW).

Additionally, you can provide agents with distinct permissions for various dialing scenarios to enhance their flexibility and capabilities.

Dial on New Number - This permission allows agents to initiate calls using a new or different phone number.

Redial on Same Number - With this permission, agents can seamlessly redial the same phone number that was involved in the previous call.

Redial on Profile Phone Numbers - This permission extends the redialing capability to all phone numbers associated with a particular customer or contact profile. Agents can choose to reconnect with the customer using any of the phone numbers linked to their profile.