Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Any call classified previously as an abandoned /dropped call ornuisance call must be locked for 72 hours

    Posted 05-19-2023 04:20
    No replies, thread closed.

    I think i have seen this on the community before however i don't seem to be able to find the article. Essentially the customer wants to ensure that any call classified previously as an abandoned /dropped call or nuisance call must be locked for 72 hours from predictive dialling and during this period, the call can only be dialled by an Officer (dedicated 'live' operator) in a progressive dialling mode. Will this be done in the Advanced section of the Campaign Management or List Management section. I need to ensure that these calls are not called back again for 72 hours.


    #Outbound

    ------------------------------
    richard craig
    British Telecommunications PLC
    ------------------------------


  • 2.  RE: Any call classified previously as an abandoned /dropped call ornuisance call must be locked for 72 hours

    Posted 05-21-2023 23:31
    No replies, thread closed.

    You will want to write it to a DNC list with a timeout.  You can add to DNC with a wrap-up rule using the Action of Append DNC Custom Entry



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Any call classified previously as an abandoned /dropped call ornuisance call must be locked for 72 hours

    Posted 05-22-2023 02:47
    No replies, thread closed.

    Robert under which section on the outbound settings is that as i have looked through each and don't seem to be able to find it.



    ------------------------------
    richard craig
    British Telecommunications PLC
    ------------------------------

    Original Message


  • 4.  RE: Any call classified previously as an abandoned /dropped call ornuisance call must be locked for 72 hours

    Posted 05-22-2023 16:25
    No replies, thread closed.

    This is an action on a Wrap-up rule under Rule Management in the Outbound Section. 



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 5.  RE: Any call classified previously as an abandoned /dropped call ornuisance call must be locked for 72 hours

    Posted 05-23-2023 03:39
    No replies, thread closed.

    Robert,

    so something like this ?.

    I have the campaign set to auto answer so the only way the call will not reach the agent is if the customer does not press the number 1 button to initiate the call and connect to an agent and therefore the outcome of the call is as follows
    and not 



    ------------------------------
    richard craig
    British Telecommunications PLC
    ------------------------------

    Original Message


  • 6.  RE: Any call classified previously as an abandoned /dropped call ornuisance call must be locked for 72 hours

    Posted 05-23-2023 21:45
    No replies, thread closed.

    Yes, that is correct.  You are on the right track and can adjust to your needs. 



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 7.  RE: Any call classified previously as an abandoned /dropped call ornuisance call must be locked for 72 hours

    Posted 05-24-2023 11:56
    No replies, thread closed.

    But the ININ-OUTBOUND-NO-ANSWER isn't in the drop down so i cannot add it. Is there any way i can add the And which calling list do i need to select on the top tab is it the list i am calling the numbers from or is it the DNC l need to select.



    ------------------------------
    richard craig
    British Telecommunications PLC
    ------------------------------

    Original Message


  • 8.  RE: Any call classified previously as an abandoned /dropped call ornuisance call must be locked for 72 hours

    Posted 05-30-2023 06:07
    No replies, thread closed.

    is there anyway i can add the ININ-OUTBOUND-NO-ANSWER to the disposition list below
     
    the outbound call plays a message as soon as it is connected and the customer has to press 1 to connect the call. Assuming the customer doesn't recognise the number and doesn't answer the call it will be dispositioned as ININ-OUTBOUND-NO-ANSWER and therefore is it then possible to ensure that it is not called back for 3 days ?.



    ------------------------------
    richard craig
    British Telecommunications PLC
    ------------------------------

    Original Message


  • 9.  RE: Any call classified previously as an abandoned /dropped call ornuisance call must be locked for 72 hours

    Posted 06-02-2023 11:32
    No replies, thread closed.

    All - still no further forward with regards to this. I have had a look on the Resource Centre and cannot find any detailed instructions on how to configure this.

    i have configured the following however i am still unsure of once this is configured what else needs to be configured in addition to get this working. If anyone has any detailed instructions then that would be great.

    The call connects to the customer straight away with a message and they then have to press 1 to accept the call and therefore none of the ININ disposition codes appear when the call is terminated whether it is answered or ignored.



    ------------------------------
    richard craig
    British Telecommunications PLC
    ------------------------------

    Original Message


Related Content