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  • 1.  Agentless campaign progress stucks when calls is transfered to voicemail

    Posted 03-12-2022 02:26
    No replies, thread closed.
    Hi All,

    Greetings for the day!!!!

    We have use case where we are using an agentless campaign to broadcast a message and also giving an option to customer to leave voicemails.
    But what we noticed is when customer leaves a voicemail it is treated as callback and dialer line is stuck until voicemail is answered also it doesn't dial further contacts. If we have configured number of lines as "1". Same is the case of the transfer to queue.

    Please lets know if we are missing anything here.


    Regards,
    Ameya

    #Outbound

    ------------------------------
    Ameya Phadtare
    ------------------------------


  • 2.  RE: Agentless campaign progress stucks when calls is transfered to voicemail

    Posted 03-12-2022 18:18
    No replies, thread closed.
    A dialer interaction is in progress from time it begins dialing until it is given a disposition.  You have told the system that you only want one active call at a time.  When sending to queue, and agent would have to disconnect and wrap-up that call before the dialer will try another one.  Same with the voicemail, which is not really active, but the final disposition of that call has not been completed, so it is waiting for that.  You could probably set a rule to disposition the call in these cases based on a wrap-up code you set in the Outbound Flow or maybe if you do an external transfer to a flow to receive the voicemail in that queue, it would release and disposition the call as completed.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 3.  RE: Agentless campaign progress stucks when calls is transfered to voicemail

    Posted 03-14-2022 03:40
    No replies, thread closed.
    Hi Robert,

    We have explored the solutions of having external transfer to a number and further transferring it Voicemail. Still we see dialer progress on hold.
    Also we could see Flow has successfully added wrapup to the interaction, still dialer is failing to dial further records.



    ------------------------------
    Ameya Phadtare
    ------------------------------

    Original Message


  • 4.  RE: Agentless campaign progress stucks when calls is transfered to voicemail

    Posted 03-16-2022 01:39
    No replies, thread closed.
    If transferring off site does not do it, you might try using a wrap rule to set as uncallable.  I would open a support ticket as well.  Something is not dispositioning the contact.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


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