Hi Austin,

We are also trying to moving to CXContact, our 1st issue is report? the system does not include call reports or we just do not know where do find the report.

How do you generate reports for each campaign? Also, during our test calls, experience is inconsistent some mobile numbers will receive the calls successfully and others will receive the call just dead-air. 

Are you also using CXcontact for SMS campaign? we have not started our SMS testing since we are still trying to complete our voice testing. 

Hi Austin,

We are also trying to moving to CXContact, our 1st issue is report? the system does not include call reports or we just do not know where do find the report.

How do you generate reports for each campaign? Also, during our test calls, experience is inconsistent some mobile numbers will receive the calls successfully and others will receive the call just dead-air. 

Are you also using CXcontact for SMS campaign? we have not started our SMS testing since we are still trying to complete our voice testing. 

Thank you Austin, for now we are only using CXContact informational and does not route to an application.  Once the caller answers they will hear a recorded message. 

I can check if reports will be available in GCXI even if we are not routing the calls to an application. 

Hi Austin,

We are also trying to moving to CXContact, our 1st issue is report? the system does not include call reports or we just do not know where do find the report.

How do you generate reports for each campaign? Also, during our test calls, experience is inconsistent some mobile numbers will receive the calls successfully and others will receive the call just dead-air. 

Are you also using CXcontact for SMS campaign? we have not started our SMS testing since we are still trying to complete our voice testing. 

Thank you Austin, for now we are only using CXContact informational and does not route to an application.  Once the caller answers they will hear a recorded message. 

I can check if reports will be available in GCXI even if we are not routing the calls to an application. 

Hi Austin,

We are also trying to moving to CXContact, our 1st issue is report? the system does not include call reports or we just do not know where do find the report.

How do you generate reports for each campaign? Also, during our test calls, experience is inconsistent some mobile numbers will receive the calls successfully and others will receive the call just dead-air. 

Are you also using CXcontact for SMS campaign? we have not started our SMS testing since we are still trying to complete our voice testing. 

"Over the years?"  CXContact has only been since Q2 2020.  This organization was told they were going to be the third customer to go live back in May 2020 and the previous two were using only SMS, not voice.

All the settings are as you mentioned, and Genesys has been involved.  The issues were taken care of carrier by carrier via tweaking by Genesys on the back end.  I learned just a few minutes ago that the last carrier has been successfully tested.  Strange that it has taken this long to work through all of these issues given it's a UI layer on top of OCS.  

Thanks for your reply. It looks like this is finally closed out. Hopefully those settings will be used for other customers.

------------------------------
Kevin Brown
Cognizant Technology Solutions

I've been working and playing with Genesys since 1995
Arizona, USA

Original Message:
Sent: 05-11-2021 11:25
From: Austin Brigham
Subject: Is anyone using CXContact

Hey Kevin -

Very few complaints of that over the years.  Just to be sure you have configured a DN application to handle leaving a voicemail right?  this is on the treatments tab of the campaign group - its slightly different if you are using device escalation, but I think it's intuitive enough to see once you are on that screen.

The other place you can control answering machine detection settings is on the advanced tab for the campaign group.  I find to use the Answer type recognition: "Accurate AM Detection" to be the one I liked best.  Here is the documentation for the different answering types.  https://docs.genesys.com/Documentation/CXC/Current/CXCHelp/PacingOptions#Advanced_Dialing_Options

If you haven't dealt with these before, I do recommend working with genesys, as they are the only ones who can view the OCS logs/Media Server to see what is happening.

I also have the call wait connected timeout set to 30 seconds.

Happy to take a look if you want to do a screenshare.

------------------------------
Austin Brigham
WHIRLPOOL CORPORATION

Original Message:
Sent: 05-11-2021 09:33
From: Kevin Brown
Subject: Is anyone using CXContact

Thanks Austin.  What is your experience with detecting voice mail and the ability to leave messages?  I've been working with an organization that hasn't been able to do this in their extensive testing across many carriers and it has held back their moving to CXContact.

------------------------------
Kevin Brown
Cognizant Technology Solutions

I've been working and playing with Genesys since 1995
Arizona, USA

Original Message:
Sent: 05-11-2021 08:11
From: Austin Brigham
Subject: Is anyone using CXContact

Hey Kevin -

Yes, we have been using CX Contact.

I am happy to answer any questions you have about it.

We are running about 2 million calls a year through it.

------------------------------
Austin Brigham
WHIRLPOOL CORPORATION

Original Message:
Sent: 05-10-2021 17:59
From: Kevin Brown
Subject: Is anyone using CXContact

Curious if anyone is using CXContact and if so, are you using it for voice?
#Outbound

------------------------------
Kevin Brown
Cognizant Technology Solutions

I've been working and playing with Genesys since 1995
Arizona, USA
------------------------------