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SEIZE/INIT Outbound Dialing Control

Description

Conversation Studio's SEIZE and INIT routing nodes give supervisors precise control over how outbound calls enter the shared agent pool without starving inbound queues. The INIT node sets the dialing mode for each campaign step — preview (1:1), progressive (1:N agents), power (N×agents), or predictive (algorithm-driven) — while the SEIZE node arbitrates inbound/outbound contention, guaranteeing a configurable minimum of outbound calls reach the pool even during peak inbound load. Agents and supervisors do not need to switch platforms or manage separate outbound pools: a single routing engine handles both traffic streams.

Canonical use case

A collections centre running a 500-seat blended campaign needs to ensure that outbound calls reach agents during the morning inbound peak without supervisors manually adjusting queue allocations. SEIZE/INIT nodes are configured with a minimum outbound seizure rate of 20 calls per minute; the INIT node is set to progressive mode (1.2× agents). During the inbound peak, SEIZE holds surplus outbound attempts in a micro-queue rather than abandoning them, releasing them as agents become available — inbound is never starved, and outbound targets are still met within the campaign window.

Open Items

  • [ ] Effort estimate — replace 0 with rough engineering days once SA reviews implementation scope
  • [ ] Confirm INIT node dialing-mode parameter values with Masood (1=preview/progressive, N×agents=power, algorithm=predictive)
  • [ ] Pattern membership — add efv-routing-013 to efv-sol-011 (Outbound Campaign Management) features_included
  • [ ] Canon alignment confirmed: axiom-015 (Shared Routing Engine) + axiom-016 (SEIZE/INIT Anti-Starvation) — both referenced above
  • [ ] funding_track — populate when backlog prioritisation occurs