Be aware that any usage of data actions can significantly slow down dialing. See
Use a rule to evaluate information from a data action for more information.
For what it's worth, schedule groups apply only to telephony (see the
Schedule Groups for more info), and campaign schedules are a separate entity that only applies to outbound. However, you may be able to utilize the API to create campaign schedules that synchronize with the schedule group, instead of using a data action solution.
------------------------------
Sean Carter
Senior Software Engineer - Outbound
Genesys
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Original Message:
Sent: 06-01-2020 12:51
From: Mariano Martinez
Subject: Outbound campaigns and schedules
Oh well, that's an idea i did not even think!
thank you so much!
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Mariano Martinez
Interaxa S.A.
Original Message:
Sent: 06-01-2020 12:47
From: Robert Wakefield-Carl
Subject: Outbound campaigns and schedules
That is correct. You have to manually configure the running times each day in the campaign schedules.
Now if you really want to go out on a branch, you could create a Pre-call Rule that does a Data Action into the Genesys Cloud API to see if a schedule is active and if it is, don't dial the number.
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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
Original Message:
Sent: 06-01-2020 12:41
From: Mariano Martinez
Subject: Outbound campaigns and schedules
yes but i can't find anywhere on the outbound campaign options where to set up a holiday and apparently schedule groups don't apply to outbound campaings.
i have to manually change the own campaign schedule to not work on that day and do this everytime i have a holiday every month.
why having schedule groups where i can set up holidays and not working with outbound campaigns. beats me.
thanks
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Mariano Martinez
Interaxa S.A.
Original Message:
Sent: 06-01-2020 12:29
From: Robert Wakefield-Carl
Subject: Outbound campaigns and schedules
I would use the campaign scheduling or make sure you have self-help in the IVR for after hours and holidays. If it is after hours or holiday, don't make the call at all. Use the Campaign Scheduling to not call on that holiday and use your callable time sets or automatic time zone mapping to limit when the person is called in the first place.
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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
Original Message:
Sent: 06-01-2020 12:15
From: Mariano Martinez
Subject: Outbound campaigns and schedules
hi Robert, thanks for your response
i don't think you understand my issue.
my automatic campaigns starts everyday from 9 to 6.
as my understanding the flow only starts when the call is "picked up" by a customer or answering machine. then the flow checks if it's a holiday or not, but the call is already made. so, there's no way to tell an automatic campaign to not call or starts on a holiday.
so if i'm having a holiday in the middle of the week i need to stop manually the campaign before it starts because schedules/schedule groups don't seem to apply to outbound campaigns
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Mariano Martinez
Interaxa S.A.
Original Message:
Sent: 06-01-2020 11:33
From: Robert Wakefield-Carl
Subject: Outbound campaigns and schedules
I would assume you have two choices her. First, you can have a schedule check in the Outbound flow to check date/time then play the correct message in the flow. Second and better might be to not dial customers after hours.
------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 05-28-2020 16:28
From: Mariano Martinez
Subject: Outbound campaigns and schedules
hi there
i'm running a couple of agentless campaings on my organization.
but i'm wondering how outbound campaigns behave if i have holidays on my schedules group.
in the schedule help page says "architect uses schedules to determine how to manage inbound and outbound interaction routing. For example, a schedule can determine which flow to execute during open or closed hours"
but in my case with a agentless campaign, if my understanding is correct, calls wont enter the arquitect flow until the call is pick up by the customer.
how is the schedule applied here? it's applied in these kind of situations? callable time sets don't mention anything regarding schedule groups.
Or schedule groups only apply to inbound calls?
thanks
#ArchitectureandDesign
#ConnectwithaCustomer(NEW)
#Implementation
#Outbound
#SystemAdministration
#Unsure/Other
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Mariano Martinez
Interaxa S.A.
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