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

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

    Posted 05-04-2022 18:16
    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 05-05-2022 13:54
    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 05-05-2022 14:03
    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 05-05-2022 15:44
    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 05-05-2022 15:47
    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 05-07-2022 03:26

    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 05-09-2022 09:04
    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 05-09-2022 10:13
    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,

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

    GENESYS
    Posted 05-17-2022 07:04
    Hey Eric Apologize for the late reply. I have a question though. What is the max "Preferred" time frames will you have for each timezone?

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    Patrick Johnson
    Genesys - Employees
    Senior Principal PS Consultant
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  • 10.  RE: Best Time to Call: Changing Outbound contact numbers in Outbound flow to make number uncallable

    Posted 05-17-2022 10:14
    Good morning Patrick,

     So the grouping would be as follows
    • Group A ~ between the hours of 8 am to 12 pm (their time zone, this could be PST, MST, CST, EST)
    • Group B ~ between the hours of 12 pm to 5 pm (their time zone, this could be PST, MST, CST, EST)
    • Group C ~ between the hours of 5 pm to 9 pm (their time zone, this could be PST, MST, CST, EST)
    Our analytics team purchased an algorithm that reviews when a contact makes payments online or via phone and determines the likelihood of us being able to reach them if we did an outbound call to them. The variable value is stored in our contact lists.

    We tried call analysis and an outbound flow, but that would not hold onto the connection until the desired grouping hour.
    We tried pre-call rules but found that for smaller lists groups B and C were sent out early
    We would like to avoid using a filter and having to manually change filters at the desired group windows.
    We are also concerned that if we use sequencing, larger lists might not get to groups B or C and smaller lists would run groups B or C too early.
    For compliance purposes, we can only 'ring' a contact once daily if that connection does not result in discussing their loan product.

    Thank you,

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

    GENESYS
    Posted 05-18-2022 08:07
    Okay based on this information I think the easiest way for you to accomplish this is you can create one contact list and add a column if you don't already have one for the group. This is where you will indicate which group each of the contacts will be a part of for their preferred calling times. Then you will create three campaigns group a, group b, and group c. Use contact list filters to filter out all of the groups that you do not want to see for that particular campaign. Then you will create contactable time sets for each campaign and you will use the preferred calling time frames for those groups. Otherwise what you'll end up having to do is create call rules to manually check if that group is within the specific time frame and if not the action would be do not dial. However this means you're going to have to also create a campaign rule that will recycle every so often. I personally would go with the three campaigns and if you are able to generate three contact list easily then you could do that as well separating them instead of having to create one and then filter.

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    Patrick Johnson
    Genesys - Employees
    Senior Principal PS Consultant
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  • 12.  RE: Best Time to Call: Changing Outbound contact numbers in Outbound flow to make number uncallable

    Posted 05-18-2022 10:14
    Thank you Patrick. We will take this into consideration as this potentially triples each campaign and with the limits to concurrent campaigns, we'll need to restrategize.

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    Eric Allen
    Vervent, Inc.
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