Is anyone else having an issue where the agent uses a wrap-up mapped to 'Contact Uncallable' only to have it overwritten to the 'Callable' by the next agent if there are more than one agent involved in the Interaction?

If so, what has been the work around that you have found successful? Do a rule to zero out the contact phone?

I was told this is a Working as Design for Genesys and am looking for solutions.

Much appreciated.
#Outbound

------------------------------
Eric Allen
Vervent, Inc.
------------------------------

Hi Eric,

Can you explain a litter more your scenario? I mean, how in your outbound flow, a successful contact marked by agent A as 'Contact Uncallable', ended or continue with agent B?

Regards

------------------------------
Saugort Garcia
Interacciones Inteligentes S.A.
------------------------------

Original Message:
Sent: 07-26-2021 11:49
From: Eric Allen
Subject: Contact Uncallable being overwritten to callable

Is anyone else having an issue where the agent uses a wrap-up mapped to 'Contact Uncallable' only to have it overwritten to the 'Callable' by the next agent if there are more than one agent involved in the Interaction?

If so, what has been the work around that you have found successful? Do a rule to zero out the contact phone?

I was told this is a Working as Design for Genesys and am looking for solutions.

Much appreciated.
#Outbound

------------------------------
Eric Allen
Vervent, Inc.
------------------------------

Hello Saugort,

We offer payment processing services and sometimes for security purposes two agents are needed.

This is the use case scenario we are experiencing. Agent A (payment processor) is presented a contact record from the OB campaign. During the interaction Agent A selects a wrap-up code mapped as 'Contact Uncallable' & 'Right Person Contact'. Agent A then transfers the call to Agent B(payment services). Agent B selects a wrap-up code that not mapped as 'Contact Uncallable'. We are finding that Agent A's wrap up code is overwritten in which the contact is then eligible for redial on next campaign recycle. 

This is problematic for us not only from a customer service standpoint but also potential legal issues. We should not be redialing a contact after they have made good on their outstanding balances.  

We could do a rule to write something back to the contact list and then filter those out on redial, however, this only happening in one of our two domains. We've been on Genesys for several years and this is the first that we are experiencing this issue.

------------------------------
Eric Allen
Vervent, Inc.
------------------------------

Original Message:
Sent: 07-27-2021 08:43
From: Saugort Garcia
Subject: Contact Uncallable being overwritten to callable

Hi Eric,

Can you explain a litter more your scenario? I mean, how in your outbound flow, a successful contact marked by agent A as 'Contact Uncallable', ended or continue with agent B?

Regards

------------------------------
Saugort Garcia
Interacciones Inteligentes S.A.

Original Message:
Sent: 07-26-2021 11:49
From: Eric Allen
Subject: Contact Uncallable being overwritten to callable

Is anyone else having an issue where the agent uses a wrap-up mapped to 'Contact Uncallable' only to have it overwritten to the 'Callable' by the next agent if there are more than one agent involved in the Interaction?

If so, what has been the work around that you have found successful? Do a rule to zero out the contact phone?

I was told this is a Working as Design for Genesys and am looking for solutions.

Much appreciated.
#Outbound

------------------------------
Eric Allen
Vervent, Inc.
------------------------------

Hi Eric,

The best solution for the short term would be to configure attempt controls so that a record is not dialed more than once.

However, Agent B's wrapup should not make the record callable again, so there may be another update happening in the background that is marking it as "callable" again, and I would expect the contact list export to show Agent A's wrapup code.

Thanks,

------------------------------
Sean Carter
Lead Software Engineer - Outbound
Genesys
------------------------------

Original Message:
Sent: 07-27-2021 10:17
From: Eric Allen
Subject: Contact Uncallable being overwritten to callable

Hello Saugort,

We offer payment processing services and sometimes for security purposes two agents are needed.

This is the use case scenario we are experiencing. Agent A (payment processor) is presented a contact record from the OB campaign. During the interaction Agent A selects a wrap-up code mapped as 'Contact Uncallable' & 'Right Person Contact'. Agent A then transfers the call to Agent B(payment services). Agent B selects a wrap-up code that not mapped as 'Contact Uncallable'. We are finding that Agent A's wrap up code is overwritten in which the contact is then eligible for redial on next campaign recycle.

This is problematic for us not only from a customer service standpoint but also potential legal issues. We should not be redialing a contact after they have made good on their outstanding balances.

We could do a rule to write something back to the contact list and then filter those out on redial, however, this only happening in one of our two domains. We've been on Genesys for several years and this is the first that we are experiencing this issue.

------------------------------
Eric Allen
Vervent, Inc.

Original Message:
Sent: 07-27-2021 08:43
From: Saugort Garcia
Subject: Contact Uncallable being overwritten to callable

Hi Eric,

Can you explain a litter more your scenario? I mean, how in your outbound flow, a successful contact marked by agent A as 'Contact Uncallable', ended or continue with agent B?

Regards

------------------------------
Saugort Garcia
Interacciones Inteligentes S.A.

Original Message:
Sent: 07-26-2021 11:49
From: Eric Allen
Subject: Contact Uncallable being overwritten to callable

Is anyone else having an issue where the agent uses a wrap-up mapped to 'Contact Uncallable' only to have it overwritten to the 'Callable' by the next agent if there are more than one agent involved in the Interaction?

If so, what has been the work around that you have found successful? Do a rule to zero out the contact phone?

I was told this is a Working as Design for Genesys and am looking for solutions.

Much appreciated.
#Outbound

------------------------------
Eric Allen
Vervent, Inc.
------------------------------