Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Abandoned and silent calls

    Posted 07-24-2018 06:51
    No replies, thread closed.
    Hi there

    I'm trying to setup a rule in our outbound dialler in order to handle abandoned and silent calls.

    In the UK, the law requires us not to call a number for 72h if that call was abandoned (the client picked up the phone, but no agents are on the line so the client hangs up).

    Setting up a rule for not calling a number again if it was called within the last 72hours is easy enough, but it need to be combined with another rule.

    As it is impossible to select a wrap-up code assigned automatically by the outbound dialler (like ININ-OUTBOUND-FAILED-TO-REACH-AGENT for example), we are a bit stuck right now...

    As this is an Ofcom rule, I can only assume that most of your customers in the UK require this in place in order not to pay massive fines.

    Is there any chance we can get directions on how to set this up please?

    Thank you
    Julien

    ------------------------------
    Julien Machon
    Postcode Lottery Limited
    ------------------------------


  • 2.  RE: Abandoned and silent calls

    Posted 07-24-2018 10:25
    No replies, thread closed.
    This other thread talks about how to use the system generated wrap-up codes in Rules:

    https://community.genesys.com/communities/community-home/digestviewer/viewthread?GroupId=19&MID=3321&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=digestviewer

    ------------------------------
    George Ganahl
    Principal Program Manager
    Genesys
    ------------------------------

    Original Message


  • 3.  RE: Abandoned and silent calls

    Posted 07-24-2018 11:12
    Edited by Julien Machon 07-24-2018 11:12
    No replies, thread closed.
    Hi George

    Thanks for your quick response.

    This would be ideal, but we have been informed by our Support team that it is impossible to use a system generated code such as FAILED-TO-REACH-AGENT and that they can't add it to the list of codes we can select from.

    So I am a little confused, is it possible or not??

    Thanks
    Julien

    ------------------------------
    Julien Machon
    Postcode Lottery Limited
    ------------------------------

    Original Message


  • 4.  RE: Abandoned and silent calls

    Posted 07-24-2018 13:43
    No replies, thread closed.
    Sorry, Julien - my fault. I was thinking of the Call Analysis type of rule rather than Wrap-up Code type.

    I'll have to explore further to see if there is any way around the inability to add system wrap-up codes to that field.

    ------------------------------
    George Ganahl
    Principal Program Manager
    Genesys
    ------------------------------

    Original Message


  • 5.  RE: Abandoned and silent calls

    Posted 07-25-2018 04:03
    Edited by Julien Machon 07-25-2018 07:28
    No replies, thread closed.
    Hi George

    Thanks again for your response.

    What we want to achieve is a Pre-call rule that would look like this:

    Ofcom compliant
    I thought about creating a wrap-up rule that would, base on a call analysis condition, append a custom wrap-up cod that could then be used in a pre-call rule, but that doesn't seem to be possible either.

    Thanks
    Julien

    ------------------------------
    Julien Machon
    Postcode Lottery Limited
    ------------------------------

    Original Message


  • 6.  RE: Abandoned and silent calls

    Posted 07-25-2018 15:42
    No replies, thread closed.
    I have forwarded all of this to development, so they are looking at what might be done to change the rules inputs to accomplish what you want (including looking at calls designated as Abandons, not just the single case you highlight).

    One came back with a workaround which is cumbersome, but would probably work. It just takes daily maintenance on every campaign:

    Here's a thought… We are making some improvements to the Outbound Attempt Detail report.  They could export that each day and add any contact that had an abandon to a DNC list that they attach for 3 days.  They'd probably want to have a DNC list for each day actually and attach up to 3 and remove one each day as well. 

    For example today's campaign would have these 3 attached:

    Campaign A

    DNC 7/25

    DNC 7/26

    DNC 7/27 

     

    And they would have removed 7/24 since that expired today.



    ------------------------------
    George Ganahl
    Principal Program Manager
    Genesys
    ------------------------------

    Original Message


Related Content