Genesys Cloud - Main

Hi,

We have set up an Agentless campaign which presents options to a customer. On answering it routes to an outbound flow. An IVR is played with Option 1 if the customer would like us to call them back (in order to place an order)

This then performs a call data action to lookup/set some variables (customer account number) from the contact list and then creates a call-back which is sent to a specific queue.

No matter what I do, I can not get the system to update the contact list and mark the call as successful and tag it as 'number no longer contactable'. I exported the contact list post campaign and the CallRecordLastResult is blank. Therefore the system sees this contact as callable and it repeats every time we turn the campaign on.

I have set a wrap code just before the call back node in architect. I have mapped various wrap codes as Contact un-callable or Number un-callable so if an agent selects one at the end of the call-back it should update the record. No matter what I do, I can't get the system to update. 

What am I missing?

Any help is greatly appreciated.

Create some pre-defined wrap codes then use Set Wrap Code to set it.  Next, instead of using a Data Action, use Post Dial rules.  If condition is that your wrap code is "customer selected option 1" then use the actions to set predefined values in your list.  This may be all you need to do.  We do this, then we perform data actions to write the results out to our CRM as well.

------------------------------
Ryan Cheesman
Senior Manager, IT Integration Services
Tandem Diabetes Care Inc. | positively different

Original Message:
Sent: 05-16-2023 13:51
From: ADAM SUGDEN
Subject: Agentless Campaign to Callback - Contact list not marked as answered so number constantly called

Hi,

We have set up an Agentless campaign which presents options to a customer. On answering it routes to an outbound flow. An IVR is played with Option 1 if the customer would like us to call them back (in order to place an order)

This then performs a call data action to lookup/set some variables (customer account number) from the contact list and then creates a call-back which is sent to a specific queue.

No matter what I do, I can not get the system to update the contact list and mark the call as successful and tag it as 'number no longer contactable'. I exported the contact list post campaign and the CallRecordLastResult is blank. Therefore the system sees this contact as callable and it repeats every time we turn the campaign on.

I have set a wrap code just before the call back node in architect. I have mapped various wrap codes as Contact un-callable or Number un-callable so if an agent selects one at the end of the call-back it should update the record. No matter what I do, I can't get the system to update. 

What am I missing?

Any help is greatly appreciated.

#Outbound

------------------------------
Adam Sugden
ClearSky.Solutions
------------------------------

Thanks Ryan.

I have tried this but for some reason Genesys will not store the wrap code in the contact list and so the contact remains callable.

Option 1 is under its own reusable task. A 'Set Wrap Code' node is at the start of the task, before hitting the data action or call back request. 
I have also set a rule on the wrap code (it has to be assigned to the callback queue) and on other wrap codes that an agent can select. This rule or mapping (used both) sets the call as 'uncallable'. It still won't update the record. However the wrap code is captured in the Interaction data.

It looks like something is happening when the Call Data Action is initiated that stops the dialler from updating its records against that contact/number.

Thanks.

------------------------------
Adam Sugden
ClearSky.Solutions
------------------------------

Original Message:
Sent: 05-16-2023 20:21
From: Ryan Cheesman
Subject: Agentless Campaign to Callback - Contact list not marked as answered so number constantly called

Create some pre-defined wrap codes then use Set Wrap Code to set it.  Next, instead of using a Data Action, use Post Dial rules.  If condition is that your wrap code is "customer selected option 1" then use the actions to set predefined values in your list.  This may be all you need to do.  We do this, then we perform data actions to write the results out to our CRM as well.

------------------------------
Ryan Cheesman
Senior Manager, IT Integration Services
Tandem Diabetes Care Inc. | positively different

Original Message:
Sent: 05-16-2023 13:51
From: ADAM SUGDEN
Subject: Agentless Campaign to Callback - Contact list not marked as answered so number constantly called

Hi,

We have set up an Agentless campaign which presents options to a customer. On answering it routes to an outbound flow. An IVR is played with Option 1 if the customer would like us to call them back (in order to place an order)

This then performs a call data action to lookup/set some variables (customer account number) from the contact list and then creates a call-back which is sent to a specific queue.

No matter what I do, I can not get the system to update the contact list and mark the call as successful and tag it as 'number no longer contactable'. I exported the contact list post campaign and the CallRecordLastResult is blank. Therefore the system sees this contact as callable and it repeats every time we turn the campaign on.

I have set a wrap code just before the call back node in architect. I have mapped various wrap codes as Contact un-callable or Number un-callable so if an agent selects one at the end of the call-back it should update the record. No matter what I do, I can't get the system to update. 

What am I missing?

Any help is greatly appreciated.

#Outbound

------------------------------
Adam Sugden
ClearSky.Solutions
------------------------------

Thanks Ryan.

I have tried this but for some reason Genesys will not store the wrap code in the contact list and so the contact remains callable.

Option 1 is under its own reusable task. A 'Set Wrap Code' node is at the start of the task, before hitting the data action or call back request. 
I have also set a rule on the wrap code (it has to be assigned to the callback queue) and on other wrap codes that an agent can select. This rule or mapping (used both) sets the call as 'uncallable'. It still won't update the record. However the wrap code is captured in the Interaction data.

It looks like something is happening when the Call Data Action is initiated that stops the dialler from updating its records against that contact/number.

Thanks.

------------------------------
Adam Sugden
ClearSky.Solutions

Original Message:
Sent: 05-16-2023 20:21
From: Ryan Cheesman
Subject: Agentless Campaign to Callback - Contact list not marked as answered so number constantly called

Create some pre-defined wrap codes then use Set Wrap Code to set it.  Next, instead of using a Data Action, use Post Dial rules.  If condition is that your wrap code is "customer selected option 1" then use the actions to set predefined values in your list.  This may be all you need to do.  We do this, then we perform data actions to write the results out to our CRM as well.

------------------------------
Ryan Cheesman
Senior Manager, IT Integration Services
Tandem Diabetes Care Inc. | positively different

Original Message:
Sent: 05-16-2023 13:51
From: ADAM SUGDEN
Subject: Agentless Campaign to Callback - Contact list not marked as answered so number constantly called

Hi,

We have set up an Agentless campaign which presents options to a customer. On answering it routes to an outbound flow. An IVR is played with Option 1 if the customer would like us to call them back (in order to place an order)

This then performs a call data action to lookup/set some variables (customer account number) from the contact list and then creates a call-back which is sent to a specific queue.

No matter what I do, I can not get the system to update the contact list and mark the call as successful and tag it as 'number no longer contactable'. I exported the contact list post campaign and the CallRecordLastResult is blank. Therefore the system sees this contact as callable and it repeats every time we turn the campaign on.

I have set a wrap code just before the call back node in architect. I have mapped various wrap codes as Contact un-callable or Number un-callable so if an agent selects one at the end of the call-back it should update the record. No matter what I do, I can't get the system to update. 

What am I missing?

Any help is greatly appreciated.

#Outbound

------------------------------
Adam Sugden
ClearSky.Solutions
------------------------------

The outbound IVR transfers to a queue.

This is the tasks that are causing me the issue
The wrap code sets, as it is logged in the interaction record but shouldn't need a wrap code as the dialler should recognise the call as answered and mark the Contact List record as '0'. 


This is the exported contact list after the campaign finished. The top record was the call back which was sent to the queue and. At this point, I would expect the CallRecord to be update with data to have some sort of log of the LastAttempt and the Callable set to '0'


The wrap code was added to try and force the contact uncallable by a wrap code mapping


I need to test this without the call data action executing as I think that is causing the issue. I have opened a ticket with Genesys so I will see what comes back.

Thanks Ryan.

I have tried this but for some reason Genesys will not store the wrap code in the contact list and so the contact remains callable.

Option 1 is under its own reusable task. A 'Set Wrap Code' node is at the start of the task, before hitting the data action or call back request. 
I have also set a rule on the wrap code (it has to be assigned to the callback queue) and on other wrap codes that an agent can select. This rule or mapping (used both) sets the call as 'uncallable'. It still won't update the record. However the wrap code is captured in the Interaction data.

It looks like something is happening when the Call Data Action is initiated that stops the dialler from updating its records against that contact/number.

Thanks.

------------------------------
Adam Sugden
ClearSky.Solutions

Original Message:
Sent: 05-16-2023 20:21
From: Ryan Cheesman
Subject: Agentless Campaign to Callback - Contact list not marked as answered so number constantly called

Create some pre-defined wrap codes then use Set Wrap Code to set it.  Next, instead of using a Data Action, use Post Dial rules.  If condition is that your wrap code is "customer selected option 1" then use the actions to set predefined values in your list.  This may be all you need to do.  We do this, then we perform data actions to write the results out to our CRM as well.

------------------------------
Ryan Cheesman
Senior Manager, IT Integration Services
Tandem Diabetes Care Inc. | positively different

Original Message:
Sent: 05-16-2023 13:51
From: ADAM SUGDEN
Subject: Agentless Campaign to Callback - Contact list not marked as answered so number constantly called

Hi,

We have set up an Agentless campaign which presents options to a customer. On answering it routes to an outbound flow. An IVR is played with Option 1 if the customer would like us to call them back (in order to place an order)

This then performs a call data action to lookup/set some variables (customer account number) from the contact list and then creates a call-back which is sent to a specific queue.

No matter what I do, I can not get the system to update the contact list and mark the call as successful and tag it as 'number no longer contactable'. I exported the contact list post campaign and the CallRecordLastResult is blank. Therefore the system sees this contact as callable and it repeats every time we turn the campaign on.

I have set a wrap code just before the call back node in architect. I have mapped various wrap codes as Contact un-callable or Number un-callable so if an agent selects one at the end of the call-back it should update the record. No matter what I do, I can't get the system to update. 

What am I missing?

Any help is greatly appreciated.

#Outbound

------------------------------
Adam Sugden
ClearSky.Solutions
------------------------------

The outbound IVR transfers to a queue.

This is the tasks that are causing me the issue
The wrap code sets, as it is logged in the interaction record but shouldn't need a wrap code as the dialler should recognise the call as answered and mark the Contact List record as '0'. 


This is the exported contact list after the campaign finished. The top record was the call back which was sent to the queue and. At this point, I would expect the CallRecord to be update with data to have some sort of log of the LastAttempt and the Callable set to '0'


The wrap code was added to try and force the contact uncallable by a wrap code mapping


I need to test this without the call data action executing as I think that is causing the issue. I have opened a ticket with Genesys so I will see what comes back.

------------------------------
Adam Sugden
ClearSky.Solutions

Original Message:
Sent: 05-17-2023 18:29
From: Ryan Cheesman
Subject: Agentless Campaign to Callback - Contact list not marked as answered so number constantly called

Original Message:
Sent: 5/17/2023 3:39:00 AM
From: ADAM SUGDEN
Subject: RE: Agentless Campaign to Callback - Contact list not marked as answered so number constantly called

Thanks Ryan.

I have tried this but for some reason Genesys will not store the wrap code in the contact list and so the contact remains callable.

Option 1 is under its own reusable task. A 'Set Wrap Code' node is at the start of the task, before hitting the data action or call back request. 
I have also set a rule on the wrap code (it has to be assigned to the callback queue) and on other wrap codes that an agent can select. This rule or mapping (used both) sets the call as 'uncallable'. It still won't update the record. However the wrap code is captured in the Interaction data.

It looks like something is happening when the Call Data Action is initiated that stops the dialler from updating its records against that contact/number.

Thanks.

------------------------------
Adam Sugden
ClearSky.Solutions

Original Message:
Sent: 05-16-2023 20:21
From: Ryan Cheesman
Subject: Agentless Campaign to Callback - Contact list not marked as answered so number constantly called

Create some pre-defined wrap codes then use Set Wrap Code to set it.  Next, instead of using a Data Action, use Post Dial rules.  If condition is that your wrap code is "customer selected option 1" then use the actions to set predefined values in your list.  This may be all you need to do.  We do this, then we perform data actions to write the results out to our CRM as well.

------------------------------
Ryan Cheesman
Senior Manager, IT Integration Services
Tandem Diabetes Care Inc. | positively different

Original Message:
Sent: 05-16-2023 13:51
From: ADAM SUGDEN
Subject: Agentless Campaign to Callback - Contact list not marked as answered so number constantly called

Hi,

We have set up an Agentless campaign which presents options to a customer. On answering it routes to an outbound flow. An IVR is played with Option 1 if the customer would like us to call them back (in order to place an order)

This then performs a call data action to lookup/set some variables (customer account number) from the contact list and then creates a call-back which is sent to a specific queue.

No matter what I do, I can not get the system to update the contact list and mark the call as successful and tag it as 'number no longer contactable'. I exported the contact list post campaign and the CallRecordLastResult is blank. Therefore the system sees this contact as callable and it repeats every time we turn the campaign on.

I have set a wrap code just before the call back node in architect. I have mapped various wrap codes as Contact un-callable or Number un-callable so if an agent selects one at the end of the call-back it should update the record. No matter what I do, I can't get the system to update. 

What am I missing?

Any help is greatly appreciated.

#Outbound

------------------------------
Adam Sugden
ClearSky.Solutions
------------------------------

Another strategy may be to create the callback by adding a record to a continuous callback campaign that is set to agentless or preview dialing.  This way, you would sever the link between the outbound call and the callback.  In my testing Outbound acts weird when transferring to queue or even to a number.  It may be the same with creating a callback.  I haven't tested that, but it is something I was going to work on this week or next.  I am curious how it all goes for you.  I have a flow that currently adds a contact to a campaign list using a data action that we use for the system to call our IT technician who's On Call afterhours.  I can share anything out of it if it were to be useful to you.

------------------------------
Ryan Cheesman
Senior Manager, IT Integration Services
Tandem Diabetes Care Inc. | positively different

Original Message:
Sent: 05-18-2023 03:49
From: ADAM SUGDEN
Subject: Agentless Campaign to Callback - Contact list not marked as answered so number constantly called

The outbound IVR transfers to a queue.

This is the tasks that are causing me the issue
The wrap code sets, as it is logged in the interaction record but shouldn't need a wrap code as the dialler should recognise the call as answered and mark the Contact List record as '0'. 


This is the exported contact list after the campaign finished. The top record was the call back which was sent to the queue and. At this point, I would expect the CallRecord to be update with data to have some sort of log of the LastAttempt and the Callable set to '0'


The wrap code was added to try and force the contact uncallable by a wrap code mapping


I need to test this without the call data action executing as I think that is causing the issue. I have opened a ticket with Genesys so I will see what comes back.

------------------------------
Adam Sugden
ClearSky.Solutions

Original Message:
Sent: 05-17-2023 18:29
From: Ryan Cheesman
Subject: Agentless Campaign to Callback - Contact list not marked as answered so number constantly called

Original Message:
Sent: 5/17/2023 3:39:00 AM
From: ADAM SUGDEN
Subject: RE: Agentless Campaign to Callback - Contact list not marked as answered so number constantly called

Thanks Ryan.

I have tried this but for some reason Genesys will not store the wrap code in the contact list and so the contact remains callable.

Option 1 is under its own reusable task. A 'Set Wrap Code' node is at the start of the task, before hitting the data action or call back request. 
I have also set a rule on the wrap code (it has to be assigned to the callback queue) and on other wrap codes that an agent can select. This rule or mapping (used both) sets the call as 'uncallable'. It still won't update the record. However the wrap code is captured in the Interaction data.

It looks like something is happening when the Call Data Action is initiated that stops the dialler from updating its records against that contact/number.

Thanks.

------------------------------
Adam Sugden
ClearSky.Solutions

Original Message:
Sent: 05-16-2023 20:21
From: Ryan Cheesman
Subject: Agentless Campaign to Callback - Contact list not marked as answered so number constantly called

Create some pre-defined wrap codes then use Set Wrap Code to set it.  Next, instead of using a Data Action, use Post Dial rules.  If condition is that your wrap code is "customer selected option 1" then use the actions to set predefined values in your list.  This may be all you need to do.  We do this, then we perform data actions to write the results out to our CRM as well.

------------------------------
Ryan Cheesman
Senior Manager, IT Integration Services
Tandem Diabetes Care Inc. | positively different

Original Message:
Sent: 05-16-2023 13:51
From: ADAM SUGDEN
Subject: Agentless Campaign to Callback - Contact list not marked as answered so number constantly called

Hi,

We have set up an Agentless campaign which presents options to a customer. On answering it routes to an outbound flow. An IVR is played with Option 1 if the customer would like us to call them back (in order to place an order)

This then performs a call data action to lookup/set some variables (customer account number) from the contact list and then creates a call-back which is sent to a specific queue.

No matter what I do, I can not get the system to update the contact list and mark the call as successful and tag it as 'number no longer contactable'. I exported the contact list post campaign and the CallRecordLastResult is blank. Therefore the system sees this contact as callable and it repeats every time we turn the campaign on.

I have set a wrap code just before the call back node in architect. I have mapped various wrap codes as Contact un-callable or Number un-callable so if an agent selects one at the end of the call-back it should update the record. No matter what I do, I can't get the system to update. 

What am I missing?

Any help is greatly appreciated.

#Outbound

------------------------------
Adam Sugden
ClearSky.Solutions
------------------------------