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How do I handle inbound call backs that resulted from an Outbound Campaign?

  • 1.  How do I handle inbound call backs that resulted from an Outbound Campaign?

    Posted 11-10-2017 18:41

    My call center runs an Outbound sales Campaign all day. We have tons of customer call backs. However, if a customer calls back and asks to be put on our DNC list, how do I make that inbound call update/append our DNC list that is assigned to our outbound campaign?

     

    When I look at the Rule Management section it appears that the feature there will only work if the wrap up code was chosen for a call dialed by a campaign. I've confirmed that the inbound call wrap up codes do not get assigned to the Leads List "last disposition" column.



  • 2.  RE: How do I handle inbound call backs that resulted from an Outbound Campaign?

    Posted 11-14-2017 15:23

    Hi Michael, thanks for your question!

     

    You are correct - the rule management section only applies to calls generated by a campaign. You may be able to make use of the Data Actions Integration https://help.mypurecloud.com/articles/about-purecloud-data-actions-integration/ . This allows you to create custom actions that can be used on scripts. You could create an "Add to DNC" action and add that action to your inbound scripts.



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