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Wrap-up codes assigned by outbound dialing

  • 1.  Wrap-up codes assigned by outbound dialing

    GCAP Member
    Posted 02-25-2021 11:33
    Outbound dial automatically assigns many wrap-up codes like below:

    Wrap-up codes assigned by outbound dialing - Genesys Cloud Resource Center (mypurecloud.com)

    ININ-OUTBOUND-NUMBER-UNCALLABLE-SKIPPED. etc.

    It automatically marks a number or contact as callable or uncallable based on the Wrap-up code it assigns.

    Is it possible to change the mapping of "Contact Uncallable, Number Uncallable, Right Party Contact" for these system-defined Wrap-Up code. If yes, can you please let us know the steps to re-map.

    Also in the call rules ( screenshot below), we can only find user-defined Wrap-up codes. Is there a way to use system-defined Wrap-up codes in call rule.



    #Outbound

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    Velmani Natarajan
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  • 2.  RE: Wrap-up codes assigned by outbound dialing

    Top 25 Contributor
    Posted 02-26-2021 00:20
    I think you are asking to automatically assign a wrap-up code based on the system disposition?  That we can't do, but you can write your own to the contact list and report on it outside of Genesys Cloud.  Something to add to the Ideas site.  


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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Wrap-up codes assigned by outbound dialing

    GCAP Member
    Posted 02-26-2021 09:23
    Hi Robert,
    Thanks for your response.

    No, we don't want to assign wrap-up code based on system disposition automatically.
    Many of our members are provided with pre-paid cell phones. These phone numbers may be uncallable one day and may become callable the next day as soon as a recharge coupon is applied. So we want to make at least four attempts before making the number and the contact uncallable.

    For example, suppose the system disposition "ININ-OUTBOUND-NUMBER-UNCALLABLE-SKIPPED" is assigned to a called number. In that case, the contact is left as callable, but the number is set to uncabllable. Once the number is set to uncallable, the dialer does not redial the number. So we want to make two actions:
    When the system disposition code "ININ-OUTBOUND-NUMBER-UNCALLABLE-SKIPPED: is assigned to a called number
    1. Leave the number as "callable."
    2. Increment a contact table column by one ( for example, change the value of column x from zero to 1)
     


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    Velmani Natarajan
    MVP Health Plan, Inc.
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  • 4.  RE: Wrap-up codes assigned by outbound dialing

    GENESYS
    Posted 03-01-2021 10:18

    Hi Velmani,

    Outbound will not assign "ININ-OUTBOUND-NUMBER-UNCALLABLE-SKIPPED" unless a previous wrap-up code or an API update to the contact has already marked the number uncallable. That is what is meant by the description in the RC page. If the previous call marked the number uncallable with a system wrapup, then the rule changes you mentioned initially would help. There is an Aha! idea for this here.

    As a workaround, it is possible to update numbers that have been marked uncallable to be callable again, and increment a counter for those contacts, via the API. There is an article in the Developer Center here for fetching and updating contacts. I would recommend exporting the list instead of using the API to fetch the contacts, and updating the contacts in bulk, to avoid running into rate limits.

    Thank you,



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    Sean Carter
    Senior Software Engineer - Outbound
    Genesys
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  • 5.  RE: Wrap-up codes assigned by outbound dialing

    GCAP Member
    Posted 03-02-2021 09:50
    Hi Sean,
    Thank you so much for your detailed response and suggestions.

    Appreciate your help.

    Thank you. 


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    Velmani Natarajan
    MVP Health Plan, Inc.
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