Dial Profile

overview organizations typically utilize two dial profiles a primary line and a secondary line in the event that the primary line (e g , airtel blr) experiences technical issues, downtime, or for any other operational reason, it is necessary to manually switch to the secondary line (e g , tata noida line) to ensure uninterrupted operations this guide explains how to change the dialing profile across all active campaigns and remap your agents to the new line step 1 update the dial profile for campaigns the dialing profile must be updated for all campaigns in which agents are currently working log in to the admin panel navigate to process and select the relevant campaign click on dial profile to view the available lines update the following policies to switch from the primary line to the secondary line manual dial profile policy confer dial profile policy auto dial profile policy (note this policy is only applicable and required if you are updating an outbound campaign ) step 2 map agents to the new profile after successfully changing the dial profiles within the campaigns, you must remap the agents so that their accounts reflect the switch to the secondary line navigate to system configuration go to settings and select mapping policies locate the agents currently assigned to the primary line (e g , the blr line) select every active agent and drag them from right to left to assign them to the new secondary line (e g , the tata noida line) because the underlying profile was changed, performing this mapping ensures all users are appropriately connected to their respective secondary lines