Genesys Cloud CX

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  • 1.  5 seconds delay in Progressive dialing

    Posted 12-17-2019 05:06
    Hi all,

    We have issue with progressive dialing in Outbound campaing, all works fine excpet the delay when Purecloud dial the customer number and transfer the call to an available agent

    The delay takes between 3 until 8 seconds sometimes, I have set the agents to "Auto-Answer" and disable Answer machine detection in "Call analysis responses", but still the same agent

    Please any idea ? does someone already encounter this issue ?

    Thank you in advance.
    #Outbound


  • 2.  RE: 5 seconds delay in Progressive dialing

    Posted 07-09-2020 17:47
    We just transitioned from PureConnect to PureCloud and have reports of a 2-3 second delay.  We are using Progressive Dialer, with WebRTC, we have persistant connection enabled as well as auto answer and we are still seeing these delays.

    @Mostafa Oudderhem were you guys able to get these issues resolved in your environment?  If so can you share what you guys have done? ​

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    Jimmy Ortiz
    Edelman Financial Engines, LLC
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  • 3.  RE: 5 seconds delay in Progressive dialing
    Best Answer

    Posted 07-10-2020 04:00
    Hi Jimmy,

    I have opened a case with Customer care, as per the support, 2 seconds delay in Progressive dialing is normal behavior and working as design

    You have just to disable "Answer Machine detection" and set agent to auto-login

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    Mostafa Oudderhem
    Coverage-Communication
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  • 4.  RE: 5 seconds delay in Progressive dialing

    GENESYS
    Posted 12-06-2022 05:28

    Hello Jimmy,

    The Genesys User Experience (UX) Research team is running a study around the topic of Inbound and Outbound campaigns.

    ABOUT THE STUDY:   

    • Date: from December 1st to 16th
    • Type of study: video chat with one of our researchers 
    • Length: 45 minutes
    • Location: Remote – via Zoom 
    • Your reward: $75 USD or 5,000 GCAP Points, 1-2 weeks after participation

          

    TO PARTICIPATE, COMPLETE THE FORM BELOW 👇

    https://app.smartsheet.com/b/form/b0b0843fa7194654aeafdde4e87a4758

     

    If you're selected to participate, we'll email you more details about the study and set a time for your session. 

       

    IF YOU STILL HAVE QUESTIONS:   

    Email us at SponsorUserProgram@genesys.com

        

    We look forward to meeting with you!  

     

    Best,

    UX Research Team



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    Lais Freitas
    Genesys - Employees
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