Genesys Cloud (formerly PureCloud)

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Agentless outbound dealing with Phone pre-screen services

  • 1.  Agentless outbound dealing with Phone pre-screen services

    NEW MEMBER
    Posted 15 days ago
    Community,

    On occasion I come across contacts that have an automated pre-screen service that will ask the caller to announce who they are before attempting to connect the call to the contact. For an agentless OB campaign, the dialer acts as if this is a voicemail message and will begin leaving a message while the pre-screen service is trying to connect the call to the contact. Regardless if the pre-screen service is able to get a live connection or send it to the actual voicemail box, my automated message has already started. Does anyone have any suggestions how to get around this scenario?

    Much appreciated,

    Eric
    #Outbound

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    Eric Allen
    Vervent Inc.
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  • 2.  RE: Agentless outbound dealing with Phone pre-screen services

    GENESYS
    Posted 15 days ago
    https://help.mypurecloud.com/articles/play-audio-on-silence-action/

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    Melissa Bailey
    Genesys - Employees
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  • 3.  RE: Agentless outbound dealing with Phone pre-screen services

    GCAP Member
    Posted 15 days ago
    Replying so I can follow.  I have the same issue.  There is a setting to toggle on/off voicemail detection and I have it off.  I have clients that have their own IVR and am trying to help them route calls to a specific location based on the outbound Caller ID that comes from our office.

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    Scott Boatman
    SERVPRO
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