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  • 1.  How to make a lead uncallable after a ININ-WRAP-UP-TIMEOUT

    Posted 06-09-2017 15:24

    Hi all,

     

    here is the case: I start an outbound call, the customer answer the phone and he has a conversation with an agent. After the customer hang up the agent doesn' select any wrap up and due to the time out rule the system put the automatic "ININ-WRAP-UP-TIMEOUT".

     

    I also configured through rule sets, filters and recycle some rules to recall some specific leads based on the call analysis.

     

    I expected to have the possibility to set as uncallable a lead where I had the wrap up "ININ-WRAP-UP-TIMEOUT", but I can't find a way to do that or to prevent the system to call again leads with that wrap up. Can you help me?

     

    Thanks



  • 2.  RE: How to make a lead uncallable after a ININ-WRAP-UP-TIMEOUT

    Posted 06-12-2017 21:45

    Hello,

     

    A few months ago I saw this post, where it might answer your question:

    https://community.mypurecloud.com/s/question/0D54400004gsMJmCAM/outbound-wrap-up-call-analysis-and-rule-sets

     

    I didn't tried this solution but I liked the idea to be able to do something like you're proposing.



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