Hey Goerge.
I've red the Configure rule actions - Genesys Cloud Resource Center article and Wrap-up codes assigned by outbound dialing - Genesys Cloud Resource Center
article and Call analysis dispositions returned for Genesys Cloud Edge - Genesys Cloud Resource Center article
I've been dealing with GC Dialer for more than a year now, and the bottleneck for me these days, is some System Dispositions that i can't act upon with Rules.
For example:
ININ-OUTBOUND-FAILED-TO-REACH-FLOW
ININ-OUTBOUND-STUCK-INTERACTION
ININ-OUTBOUND-SIT-UNCALLABLE
For ININ-OUTBOUND-SIT-UNCALLABLE i tried to use as workaround but didn't work.
So, do you know if there is a way to create rules that acts upon these results somehow?
Best regards, Shahar.
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Shahar Leonard
Genesys Cloud Professional Certified
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Original Message:
Sent: 02-21-2017 11:18
From: George Ganahl
Subject: OUTBOUND WRAP UP, CALL ANALYSIS and RULE SETS
In addition to the Call Analysis Dispositions you can select in the Rule configuration settings drop-down, you can contact Support to get specific dispositions to type in. See the article at https://help.mypurecloud.com/articles/add-rule/ for an example.
It says, in part: The ability to enter free-form disposition strings is intended for limited use by customers with special requirements, as instructed by product support personnel. This feature supports any call analysis disposition that PureCloud Edge may return.
There is an article in the Resource Center which lists all the Wrap-up codes that might be assigned by the system:
https://help.mypurecloud.com/articles/wrap-up-codes-assigned-by-outbound-dialing/
So, to handle the situation where a customer hangs up while waiting for an agent (or the system disconnects the call because no agent is available), you would have to contact Support to get the Disposition code and type that in.