Inbound
Inbound design review
DNIS, run state, scripts, overflow, schedules, and the pause between calls.
Inbound campaigns ยท advanced ยท 12 min full read
A review you can finish in one sitting: DNIS, running campaign, script, skill on the Outbound Skills tab, overflow module, schedule, and pause. Each one has a public page. None of them is a trunk setting.
- Run a seven-point inbound review
- Escalate to the trunk only after they pass
If all seven are right and the caller still hears silence or reorder, then you have a carrier or SBC symptom. The topology bench is the next tool, not another copy of the greeting.
Seven checks before the carrier.
Run the seven
Use a real or sample campaign and tick the seven.
- DNIS
- State
- Script
- Skill tab
- Overflow
- Schedule
- Pause
Each tick names a screen.
- Are the seven checks trunk settings? No.
- Wrong skill tab? Empty queue.
- Night busy? State or schedule.
- Then what? Trunk and topology.
- Inbound campaigns. vendor. last checked 2026-10.
- Skill groups. vendor. last checked 2026-10.
- Planning your implementation. vendor. last checked 2026-10.
- RFC 3261, SIP: Session Initiation Protocol. rfc. last checked 2026-10.
- ITU-T E.164, international public telecommunication numbering. standard. last checked 2026-10.
Glossary. Call log: A report with filters. A July 2026 community article describes about 60 days unless retention is extended. Call log filters
Sister technologies. Verint. Named on the WEM page as a partnership. Not a synonym for native WEM. Workforce engagement management
Config. Use a real or sample campaign and tick the seven.
Troubleshooting. The DID is busy and nobody looked at campaign state. Start the campaign, then retest.
Cross-platform bridge. A mapping to another PBX or contact center is a teaching bridge. It is not an import button.
Future hook. The guide's cloud endpoint stays unset. Confirm before relying on a dated catalog or a case-study number.