Hello,
My organization is about to start using a secondary phone number within the Contact List and I want to make sure I fully understand what "Phone Type" is the best choice for us to select. We will have two phone numbers to use, a PRIMARY PHONE and a SECONDARY PHONE. I did attempt searching for answers but couldn't find them. Thanks in advance.
Our need:
- The first number dialed by the campaign will be the PRIMARY PHONE
- If the PRIMARY PHONE attempt was not successful, the SECONDARY PHONE should be presented to the agent to be dialed.
- Currently, we do not have a preference to state that one phone is a daytime vs an evening phone number.
Questions:
- What "Phone Types" are best for us to choose to meet our needs?
- Does a specific "Phone Type" drive certain behavior?
- aka, "Evening" is only dialed in the evening?
- Is there anything that needs to be done in Genesys to have the Campaign attempt the second phone number once it's been mapped in the Contact List?
- My testing shows that it doesn't.
- If you can point me to any description of how this works I'd greatly appreciate it!
Thank you all so much!
#Outbound------------------------------
Dustin Braun
Prospero Management Services, LLC.
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