Genesys Engage on-premises

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  • 1.  do not call list

    Posted 11-01-2018 10:28
    Hello everyone!

    Have a question regarding DNC functionality, could not find clear answer in documentation. Is it normal behavior of DNC in the following situation: chain with 2 or more numbers, one of them is in DNC list, the whole chain is updated, so no calls are made to the other numbers in chain?
    List is configured very simple, only phone fiield is used, the rests are null. 
    Thanks in advance!
    #Outbound


  • 2.  RE: do not call list

    Posted 11-22-2018 06:22
    According to this knowledge article, yes it is the expected behavior.  Sort of makes sense, as in most cases a chain will represent a single lead or customer, and the customer has requested to not be contacted.
    If you wanted to only exclude certain records, you could use a custom table and then instead use a dialing filter, as explained in dealing with large dnc lists here 

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    Jason Mclennan
    Commonwealth Bank of Australia
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    Original Message


  • 3.  RE: do not call list

    Posted 12-04-2018 02:12
    Hello Jason!
    Thanks for response! My colegue solved the issue via adding separate call list with undesirable numbers and include it in filter in other call lists like that call_result not in (9,17,44,45,53) and contact_info NOT IN (SELECT contact_info FROM public.BL)

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    Oleg Pushin
    Altuera LLC
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    Original Message


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