Genesys Cloud CX

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  • 1.  Best Time to Call: Changing Outbound contact numbers in Outbound flow to make number uncallable

    Posted 12 days ago
    We are trying to leverage Best Time to Call values from an outbound contact list but are having issues that if the contact falls outside the callable window within the Outbound Flow the number is still being dialed. Is there a way to modify the call.contact."Phone" value to something that is uncallable prior to dialing? We would like the dialer to suspend the call until the callable window for the defined values opens up but with the limits in looping, the contact record eventually maxes out of the flow and is dialed, even if a Disconnect Action is added to an overflow or default path.

    Thank you,
    #ArchitectureandDesign
    #Outbound
    #Routing(ACD/IVR)

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    Eric Allen
    Vervent, Inc.
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  • 2.  RE: Best Time to Call: Changing Outbound contact numbers in Outbound flow to make number uncallable

    GENESYS
    Posted 11 days ago
    Hey Eric,

    Good news! Your question is going to be answered on the next Q&A Show by Patrick, one of our very own Above Average Joes! His response should be published early next week, but here is an intro of Patrick until then.



    Cheers!

    Matt

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    Matt Lawson
    Genesys - Employees
    Online Community Manager
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  • 3.  RE: Best Time to Call: Changing Outbound contact numbers in Outbound flow to make number uncallable

    Posted 11 days ago
    Good morning Matt,

      Can you direct me where I might find his published response for follow up?

    Thank you,

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    Eric Allen
    Vervent, Inc.
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  • 4.  RE: Best Time to Call: Changing Outbound contact numbers in Outbound flow to make number uncallable

    GENESYS
    Posted 11 days ago
    Yup! When the episode goes live next week, I'll post it here.

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    Matt Lawson
    Genesys - Employees
    Online Community Manager
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  • 5.  RE: Best Time to Call: Changing Outbound contact numbers in Outbound flow to make number uncallable

    Posted 11 days ago
    Thank you Matt,

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    Eric Allen
    Vervent, Inc.
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  • 6.  RE: Best Time to Call: Changing Outbound contact numbers in Outbound flow to make number uncallable

    Posted 10 days ago

    Hello Eric,

    Kindly check with Outbound rules Policy. it will help you to achieve with requirments

    Regards,

    Vinayak 



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    vinayak Vagal
    SmartConnect Technologies Pvt. Ltd
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  • 7.  RE: Best Time to Call: Changing Outbound contact numbers in Outbound flow to make number uncallable

    GENESYS
    Posted 7 days ago
    Hey Eric,

    Like I mentioned this episode was discussed on this Month's episode of the Q&A Show by Above Average Joe Patrick. You can check out your answer here.



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    Matt Lawson
    Genesys - Employees
    Online Community Manager
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  • 8.  RE: Best Time to Call: Changing Outbound contact numbers in Outbound flow to make number uncallable

    Posted 7 days ago
    Good morning Matt,

    Thank you for sharing my question. For further clarification, our CRM adds an additional flag to the account record based on the contact's interaction with our dialer or payment systems. Based on their actions it calculates the probability of us getting in touch with the contact. For example, accounts with a flag of A means we will most likely be able to get a hold of them between the hours of 8 am ~ 12 pm (their time); B would be the hours of 12 pm ~ 5 pm (their time) and C would be 5 pm ~ 9 pm (their time). This would be an additional layer on top of timezone mapping or callable timeset.

    Thank you,

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    Eric Allen
    Vervent, Inc.
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