Genesys Cloud - Main

Hi, we have a service in another platform, that i would like to bring in to Genesys. The service does the following,
 
The agent dials out and the service provides a temporary cli to the person being called. If it goes to answerphone the agent presses 6 and it leaves an automated message with the temporary cli. If the person being called returns the call within 10 minutes the call goes to the agent that made the call otherwise to a general team. 

Is this something that can be done with an outbound flow?

Hi,

In flows you can find a user by name or ID, you can also transfer to a User ID with a timeout so in principal you can. i.e. store the Agent ID who made outbound call and re-use that on ingress call.

If the timeout on the Transfer to agent is reached then the failure path is invoked, so you can then use that to transfer to a queue or other group.
You would probably want to turn off the option to go to agent voicemail. 

You probably need to handle the collection of calls awaiting callback in your own backend system (and use action to get details), or a GC datatable and manage house keeping of that.

Without knowing the solution requirements unsure why you not using a single presented CLI for customer calling back, and look at the incoming ANI for the customer, if ANI presented then you could use that as a lookup rather than allocating CLIs to individual calls, and hooking all those up to GC flow.
I get allocating a CLI means the customer could call back from any number, or block presentation and still get through to agent and being identified.

Regards
Simon

Hi, we have a service in another platform, that i would like to bring in to Genesys. The service does the following,
 
The agent dials out and the service provides a temporary cli to the person being called. If it goes to answerphone the agent presses 6 and it leaves an automated message with the temporary cli. If the person being called returns the call within 10 minutes the call goes to the agent that made the call otherwise to a general team. 

Is this something that can be done with an outbound flow?

Alternatively, use Preferred Agent Routing - it basically does this without the heavy-lifting in the Flow.

The part that I can't figure out is the whole temporary CLI thing. Is this to catch people who call back from a different number? Otherwise, base it all on the ANI of the inbound call.

Hi,

In flows you can find a user by name or ID, you can also transfer to a User ID with a timeout so in principal you can. i.e. store the Agent ID who made outbound call and re-use that on ingress call.

If the timeout on the Transfer to agent is reached then the failure path is invoked, so you can then use that to transfer to a queue or other group.
You would probably want to turn off the option to go to agent voicemail. 

You probably need to handle the collection of calls awaiting callback in your own backend system (and use action to get details), or a GC datatable and manage house keeping of that.

Without knowing the solution requirements unsure why you not using a single presented CLI for customer calling back, and look at the incoming ANI for the customer, if ANI presented then you could use that as a lookup rather than allocating CLIs to individual calls, and hooking all those up to GC flow.
I get allocating a CLI means the customer could call back from any number, or block presentation and still get through to agent and being identified.

Regards
Simon

Hi, we have a service in another platform, that i would like to bring in to Genesys. The service does the following,
 
The agent dials out and the service provides a temporary cli to the person being called. If it goes to answerphone the agent presses 6 and it leaves an automated message with the temporary cli. If the person being called returns the call within 10 minutes the call goes to the agent that made the call otherwise to a general team. 

Is this something that can be done with an outbound flow?

Thanks for the reply's. 

The reason for the return cli is and i should have explained in my original post, that the person calling is a clinician and they are calling a patient for a scheduled appointment. If the patient can't get to the phone in time they have a ten minute window to call back and the answerphone message explains all of this. They could go to a central number, but it is more efficient for them to go back to the clinician that called them. Clinicians do not like patients having there direct number (:>

Alternatively, use Preferred Agent Routing - it basically does this without the heavy-lifting in the Flow.

The part that I can't figure out is the whole temporary CLI thing. Is this to catch people who call back from a different number? Otherwise, base it all on the ANI of the inbound call.

Hi,

In flows you can find a user by name or ID, you can also transfer to a User ID with a timeout so in principal you can. i.e. store the Agent ID who made outbound call and re-use that on ingress call.

If the timeout on the Transfer to agent is reached then the failure path is invoked, so you can then use that to transfer to a queue or other group.
You would probably want to turn off the option to go to agent voicemail. 

You probably need to handle the collection of calls awaiting callback in your own backend system (and use action to get details), or a GC datatable and manage house keeping of that.

Without knowing the solution requirements unsure why you not using a single presented CLI for customer calling back, and look at the incoming ANI for the customer, if ANI presented then you could use that as a lookup rather than allocating CLIs to individual calls, and hooking all those up to GC flow.
I get allocating a CLI means the customer could call back from any number, or block presentation and still get through to agent and being identified.

Regards
Simon

Hi, we have a service in another platform, that i would like to bring in to Genesys. The service does the following,
 
The agent dials out and the service provides a temporary cli to the person being called. If it goes to answerphone the agent presses 6 and it leaves an automated message with the temporary cli. If the person being called returns the call within 10 minutes the call goes to the agent that made the call otherwise to a general team. 

Is this something that can be done with an outbound flow?

OK, so I would have a central number, then just look at the ANI on the inbound call to see who is calling and match that up with your records of outbound calls made to route the call (if appropriate) to the clinician.

The problem with temporary CLIs (even if you could do it) is that you would likely need a huge number of them so they don't get reused too quickly. Even then, you run the risk of someone storing the number and calling it back weeks, months, or even years later!

Thanks for the reply's. 

The reason for the return cli is and i should have explained in my original post, that the person calling is a clinician and they are calling a patient for a scheduled appointment. If the patient can't get to the phone in time they have a ten minute window to call back and the answerphone message explains all of this. They could go to a central number, but it is more efficient for them to go back to the clinician that called them. Clinicians do not like patients having there direct number (:>

Alternatively, use Preferred Agent Routing - it basically does this without the heavy-lifting in the Flow.

The part that I can't figure out is the whole temporary CLI thing. Is this to catch people who call back from a different number? Otherwise, base it all on the ANI of the inbound call.

Hi,

In flows you can find a user by name or ID, you can also transfer to a User ID with a timeout so in principal you can. i.e. store the Agent ID who made outbound call and re-use that on ingress call.

If the timeout on the Transfer to agent is reached then the failure path is invoked, so you can then use that to transfer to a queue or other group.
You would probably want to turn off the option to go to agent voicemail. 

You probably need to handle the collection of calls awaiting callback in your own backend system (and use action to get details), or a GC datatable and manage house keeping of that.

Without knowing the solution requirements unsure why you not using a single presented CLI for customer calling back, and look at the incoming ANI for the customer, if ANI presented then you could use that as a lookup rather than allocating CLIs to individual calls, and hooking all those up to GC flow.
I get allocating a CLI means the customer could call back from any number, or block presentation and still get through to agent and being identified.

Regards
Simon

Hi, we have a service in another platform, that i would like to bring in to Genesys. The service does the following,
 
The agent dials out and the service provides a temporary cli to the person being called. If it goes to answerphone the agent presses 6 and it leaves an automated message with the temporary cli. If the person being called returns the call within 10 minutes the call goes to the agent that made the call otherwise to a general team. 

Is this something that can be done with an outbound flow?

Hi, the answer to "The problem with temporary CLIs (even if you could do it) is that you would likely need a huge number of them so they don't get reused too quickly. Even then, you run the risk of someone storing the number and calling it back weeks, months, or even years later!" was to check the number they call back on against the number we called, i there is no match then it asks them to enter the number they were called on (when you call them on a landline and they call back on a mobile) if there is no match it goes to a central team.

Look like Genesys is not going to be a good replacement.

OK, so I would have a central number, then just look at the ANI on the inbound call to see who is calling and match that up with your records of outbound calls made to route the call (if appropriate) to the clinician.

The problem with temporary CLIs (even if you could do it) is that you would likely need a huge number of them so they don't get reused too quickly. Even then, you run the risk of someone storing the number and calling it back weeks, months, or even years later!

Thanks for the reply's. 

The reason for the return cli is and i should have explained in my original post, that the person calling is a clinician and they are calling a patient for a scheduled appointment. If the patient can't get to the phone in time they have a ten minute window to call back and the answerphone message explains all of this. They could go to a central number, but it is more efficient for them to go back to the clinician that called them. Clinicians do not like patients having there direct number (:>

Alternatively, use Preferred Agent Routing - it basically does this without the heavy-lifting in the Flow.

The part that I can't figure out is the whole temporary CLI thing. Is this to catch people who call back from a different number? Otherwise, base it all on the ANI of the inbound call.

Hi,

In flows you can find a user by name or ID, you can also transfer to a User ID with a timeout so in principal you can. i.e. store the Agent ID who made outbound call and re-use that on ingress call.

If the timeout on the Transfer to agent is reached then the failure path is invoked, so you can then use that to transfer to a queue or other group.
You would probably want to turn off the option to go to agent voicemail. 

You probably need to handle the collection of calls awaiting callback in your own backend system (and use action to get details), or a GC datatable and manage house keeping of that.

Without knowing the solution requirements unsure why you not using a single presented CLI for customer calling back, and look at the incoming ANI for the customer, if ANI presented then you could use that as a lookup rather than allocating CLIs to individual calls, and hooking all those up to GC flow.
I get allocating a CLI means the customer could call back from any number, or block presentation and still get through to agent and being identified.

Regards
Simon

Hi, we have a service in another platform, that i would like to bring in to Genesys. The service does the following,
 
The agent dials out and the service provides a temporary cli to the person being called. If it goes to answerphone the agent presses 6 and it leaves an automated message with the temporary cli. If the person being called returns the call within 10 minutes the call goes to the agent that made the call otherwise to a general team. 

Is this something that can be done with an outbound flow?

Hi, the answer to "The problem with temporary CLIs (even if you could do it) is that you would likely need a huge number of them so they don't get reused too quickly. Even then, you run the risk of someone storing the number and calling it back weeks, months, or even years later!" was to check the number they call back on against the number we called, i there is no match then it asks them to enter the number they were called on (when you call them on a landline and they call back on a mobile) if there is no match it goes to a central team.

Look like Genesys is not going to be a good replacement.

OK, so I would have a central number, then just look at the ANI on the inbound call to see who is calling and match that up with your records of outbound calls made to route the call (if appropriate) to the clinician.

The problem with temporary CLIs (even if you could do it) is that you would likely need a huge number of them so they don't get reused too quickly. Even then, you run the risk of someone storing the number and calling it back weeks, months, or even years later!

Thanks for the reply's. 

The reason for the return cli is and i should have explained in my original post, that the person calling is a clinician and they are calling a patient for a scheduled appointment. If the patient can't get to the phone in time they have a ten minute window to call back and the answerphone message explains all of this. They could go to a central number, but it is more efficient for them to go back to the clinician that called them. Clinicians do not like patients having there direct number (:>

Alternatively, use Preferred Agent Routing - it basically does this without the heavy-lifting in the Flow.

The part that I can't figure out is the whole temporary CLI thing. Is this to catch people who call back from a different number? Otherwise, base it all on the ANI of the inbound call.

Hi,

In flows you can find a user by name or ID, you can also transfer to a User ID with a timeout so in principal you can. i.e. store the Agent ID who made outbound call and re-use that on ingress call.

If the timeout on the Transfer to agent is reached then the failure path is invoked, so you can then use that to transfer to a queue or other group.
You would probably want to turn off the option to go to agent voicemail. 

You probably need to handle the collection of calls awaiting callback in your own backend system (and use action to get details), or a GC datatable and manage house keeping of that.

Without knowing the solution requirements unsure why you not using a single presented CLI for customer calling back, and look at the incoming ANI for the customer, if ANI presented then you could use that as a lookup rather than allocating CLIs to individual calls, and hooking all those up to GC flow.
I get allocating a CLI means the customer could call back from any number, or block presentation and still get through to agent and being identified.

Regards
Simon

Hi, we have a service in another platform, that i would like to bring in to Genesys. The service does the following,
 
The agent dials out and the service provides a temporary cli to the person being called. If it goes to answerphone the agent presses 6 and it leaves an automated message with the temporary cli. If the person being called returns the call within 10 minutes the call goes to the agent that made the call otherwise to a general team. 

Is this something that can be done with an outbound flow?

OK, so I would have a central number, then just look at the ANI on the inbound call to see who is calling and match that up with your records of outbound calls made to route the call (if appropriate) to the clinician.

The problem with temporary CLIs (even if you could do it) is that you would likely need a huge number of them so they don't get reused too quickly. Even then, you run the risk of someone storing the number and calling it back weeks, months, or even years later!

Thanks for the reply's. 

The reason for the return cli is and i should have explained in my original post, that the person calling is a clinician and they are calling a patient for a scheduled appointment. If the patient can't get to the phone in time they have a ten minute window to call back and the answerphone message explains all of this. They could go to a central number, but it is more efficient for them to go back to the clinician that called them. Clinicians do not like patients having there direct number (:>

Alternatively, use Preferred Agent Routing - it basically does this without the heavy-lifting in the Flow.

The part that I can't figure out is the whole temporary CLI thing. Is this to catch people who call back from a different number? Otherwise, base it all on the ANI of the inbound call.

Hi,

In flows you can find a user by name or ID, you can also transfer to a User ID with a timeout so in principal you can. i.e. store the Agent ID who made outbound call and re-use that on ingress call.

If the timeout on the Transfer to agent is reached then the failure path is invoked, so you can then use that to transfer to a queue or other group.
You would probably want to turn off the option to go to agent voicemail. 

You probably need to handle the collection of calls awaiting callback in your own backend system (and use action to get details), or a GC datatable and manage house keeping of that.

Without knowing the solution requirements unsure why you not using a single presented CLI for customer calling back, and look at the incoming ANI for the customer, if ANI presented then you could use that as a lookup rather than allocating CLIs to individual calls, and hooking all those up to GC flow.
I get allocating a CLI means the customer could call back from any number, or block presentation and still get through to agent and being identified.

Regards
Simon

Hi, we have a service in another platform, that i would like to bring in to Genesys. The service does the following,
 
The agent dials out and the service provides a temporary cli to the person being called. If it goes to answerphone the agent presses 6 and it leaves an automated message with the temporary cli. If the person being called returns the call within 10 minutes the call goes to the agent that made the call otherwise to a general team. 

Is this something that can be done with an outbound flow?

Hi Paul - when matching against the outbound dialer calls, would that be from a data table look up or is there a way to look up against the contact list in the Architect Flow? Or a combination of both?

An example would be a Planned Service Outage notification (agentless campaign) that notifies customers when electric service will be disrupted. If that customer /phone number calls back, we want to automatically route that call to a different flow that plays a message and routes to a group.  

My current plan is to write to a data table as part of the outbound flows and then reference that data table look up on the flow that our main phone number is routed to. Do you know if there are any examples available? I'd appreciate any feedback/advice. 

I agree, I haven't ran into something I am not able to do in Genesys! The problem we run into is prioritizing the building out of new functionality, we transitioned to the platform last year. 

OK, so I would have a central number, then just look at the ANI on the inbound call to see who is calling and match that up with your records of outbound calls made to route the call (if appropriate) to the clinician.

The problem with temporary CLIs (even if you could do it) is that you would likely need a huge number of them so they don't get reused too quickly. Even then, you run the risk of someone storing the number and calling it back weeks, months, or even years later!

Thanks for the reply's. 

The reason for the return cli is and i should have explained in my original post, that the person calling is a clinician and they are calling a patient for a scheduled appointment. If the patient can't get to the phone in time they have a ten minute window to call back and the answerphone message explains all of this. They could go to a central number, but it is more efficient for them to go back to the clinician that called them. Clinicians do not like patients having there direct number (:>

Alternatively, use Preferred Agent Routing - it basically does this without the heavy-lifting in the Flow.

The part that I can't figure out is the whole temporary CLI thing. Is this to catch people who call back from a different number? Otherwise, base it all on the ANI of the inbound call.

Hi,

In flows you can find a user by name or ID, you can also transfer to a User ID with a timeout so in principal you can. i.e. store the Agent ID who made outbound call and re-use that on ingress call.

If the timeout on the Transfer to agent is reached then the failure path is invoked, so you can then use that to transfer to a queue or other group.
You would probably want to turn off the option to go to agent voicemail. 

You probably need to handle the collection of calls awaiting callback in your own backend system (and use action to get details), or a GC datatable and manage house keeping of that.

Without knowing the solution requirements unsure why you not using a single presented CLI for customer calling back, and look at the incoming ANI for the customer, if ANI presented then you could use that as a lookup rather than allocating CLIs to individual calls, and hooking all those up to GC flow.
I get allocating a CLI means the customer could call back from any number, or block presentation and still get through to agent and being identified.

Regards
Simon

Hi, we have a service in another platform, that i would like to bring in to Genesys. The service does the following,
 
The agent dials out and the service provides a temporary cli to the person being called. If it goes to answerphone the agent presses 6 and it leaves an automated message with the temporary cli. If the person being called returns the call within 10 minutes the call goes to the agent that made the call otherwise to a general team. 

Is this something that can be done with an outbound flow?

Hi, we have a service in another platform, that i would like to bring in to Genesys. The service does the following,
 
The agent dials out and the service provides a temporary cli to the person being called. If it goes to answerphone the agent presses 6 and it leaves an automated message with the temporary cli. If the person being called returns the call within 10 minutes the call goes to the agent that made the call otherwise to a general team. 

Is this something that can be done with an outbound flow?