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Is there a way (without using the API) to mark a number as uncallable on a contact list if the phone # was dialed manually instead of being dialed by the outbound campaign?

  • 1.  Is there a way (without using the API) to mark a number as uncallable on a contact list if the phone # was dialed manually instead of being dialed by the outbound campaign?

    GCAP Member
    Posted 12-21-2017 19:40

    Our issue is having agents manually call back customers (on behalf of a queue) and thinking that their wrap up code will apply to the outbound campaign. IE: The customer asks to be put on our DNC... the agent wraps up as DNC, but that wrap up code is basicalyl worthless as it doesn't apply to our campaign in any way.

     

    Is there a work around for this that does not include using the API?



  • 2.  RE: Is there a way (without using the API) to mark a number as uncallable on a contact list if the phone # was dialed manually instead of being dialed by the outbound campaign?

    Posted 12-22-2017 14:44

    Hi Michael,

    There is not currently a way to do this without using the API, but adding this capability as a script component is on our roadmap.

    Thank you,

    - Sean Carter



  • 3.  RE: Is there a way (without using the API) to mark a number as uncallable on a contact list if the phone # was dialed manually instead of being dialed by the outbound campaign?

    Posted 08-12-2021 17:45
    Michael,

    We added a DNC button for our inbound script. The use case is that a borrower is past due and wants to make a payment, however, they are on a current outbound campaign to collect. Via script variables and functions, the agent adds the number from the inbound caller and it updates a DNC list. This is our short pole solution as the specialty DNC list will need to be cleared for the next time the borrower is delinquent. The long pole solution is to add an expiration date to the number so that it will become eligible again to dial when they become delinquent and we will not have to clear out the specialty DNC list until it reaches its max capacity.

    Thank you,

    Eric

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    Eric Allen
    Vervent, Inc.
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