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Virtual Hold for PureCloud

  • 1.  Virtual Hold for PureCloud

    Posted 12 days ago
    Hi!

    I'm looking for a way to implement something similar Virtual Hold on PureCloud.

    Virtual Hold is a custom callback for Engage (https://www.vhtcx.com). In Engage, analyze a Queue and if it exceeds certain timeout limits, send the call to an IVR that offers you a callback. This callback calls you in an approximate time that you would be in Queue and sends you to the prioritized Queue, so the next representative attends.

    PureCloud Has Outbound an a scripting Routing. I cant found nothing about VHT in App appfoundry.
    Will there be something similar?
    Ideas?

    Thanks a lot!

    #Outbound
    #Roadmap/NewFeatures
    #Unsure/Other

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    Rodrigo Hernandez
    ECONTACT SOLUTION CORP.
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  • 2.  RE: Virtual Hold for PureCloud

    Top 25 Contributor
    Posted 12 days ago

    Use an in-queue flow when you transfer to the queue.  In the in-queue flow, look at the Call.EstimatedWaitTime built-in variable and if it's too high, offer the callback.  The callback will preserve the caller's place in the queue.

    https://help.mypurecloud.com/articles/work-with-in-queue-flows/

    https://help.mypurecloud.com/articles/create-callback-data-action/



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    Melissa Bailey
    Genesys - Employees
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  • 3.  RE: Virtual Hold for PureCloud

    GENESYS
    Posted 12 days ago
    If you want to use some other criteria (such as agents on-queue or logged in or whatever) you'll need to use PureCloud Data Actions integration functionality and create custom actions to retrieve the data you want, calling those data actions from the In-Queue Call flow.

    https://help.mypurecloud.com/articles/about-purecloud-data-actions-integration/

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    George Ganahl CCXP, GCP
    Principal Technology Consultant
    Genesys
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  • 4.  RE: Virtual Hold for PureCloud

    GENESYS
    Posted 12 days ago
    Also, Rodrigo, note that Callback functionality is different in PureCloud (and PureConnect) than it i sin PureEngage. When a Callback is created in PureCloud, it is placed in queue as an interaction. When it is selected for routing by the ACD system, the Callback is routed to an available agent and it pops as a script. The agent reads the information presented (which depends on what you build into the script...it can be just the default script with minimal info if you want) and the agent clicks to dial the outbound call, talks to the customer (if they pick up) and dispositions the call with a wrap-up code before disconnecting the Callback interaction (which is a different interaction than the outbound call).

    So, no need for a special queue or a need to keep track of when to place an automated outbound call. The Callback replaces the original inbound call in queue and routes basically when the call would have routed.

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    George Ganahl CCXP, GCP
    Principal Technology Consultant
    Genesys
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  • 5.  RE: Virtual Hold for PureCloud

    GCAP Member
    Posted 8 days ago
    yea we do this, anytime there are more than 15 callers holding it queue the next caller is forced to the callback prompt.

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    Ramsey
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