Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Automatic Time Zone Mapping + Reschedule Time Zone Skipped Contacts, no texts sent when correct window is reached

    Posted 10-30-2023 18:16
    No replies, thread closed.

    Hello,

    I have an always running digital (SMS) campaign using a contact list with "Automatic Time Zone Mapping" enabled and my outbound settings has "Reschedule Time Zone Skipped Contacts" enabled" My "Callable window for mapped contacts" is 8:30 AM to 8:30 PM, I insert contacts into the list at 5:30 AM PT and at 8:30 AM PT I expect to get those texts as they are all mapped to that time zone or later (mountain, eastern) and nothing. When I export the list the "SmsLastAttempt-PHONE_NUMBER" is blank for those contacts. 

    Am I not understanding this feature? Is something misconfigured?

    Any help is appreciated. 


    #Outbound

    ------------------------------
    Jeremy Prevost
    Lentegrity LLC
    ------------------------------


  • 2.  RE: Automatic Time Zone Mapping + Reschedule Time Zone Skipped Contacts, no texts sent when correct window is reached

    Posted 10-30-2023 18:59
    No replies, thread closed.

    Jeremy,

    I think you are not going to like this but I believe the Automatic Time Zone matching is only for voice campaigns.  @Katie Ritz or @Paul Lamarre, can you confirm?  I know you can use Contactable Time Sets for digital.  I would suggest you go that route for now unless the PM says differently.



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



  • 3.  RE: Automatic Time Zone Mapping + Reschedule Time Zone Skipped Contacts, no texts sent when correct window is reached

    Posted 10-31-2023 13:25
    No replies, thread closed.

    Robert,

    That would explain it, but it would be unfortunate. I assume then I would need to specify the time zone for each contact which would be either prohibitively cumbersome to maintain the same level of accuracy as Automatic Time Zone mapping, or would be far less accurate.

    The easiest/safest solution if we have to use Contactable Time Sets may be to just set every contact to the same time zone and configure a time set window that is appropriate for all of our customers. Any other suggestions?

    I appreciate the help. 



    ------------------------------
    Jeremy Prevost
    Lentegrity LLC
    ------------------------------

    Original Message


  • 4.  RE: Automatic Time Zone Mapping + Reschedule Time Zone Skipped Contacts, no texts sent when correct window is reached

    Posted 10-31-2023 14:29
    No replies, thread closed.

    Not that I can think of except a pre-send data action or vote on this idea: Allow digital campaigns to use Automatic | Genesys Cloud Ideas Portal (aha.io)



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

    Original Message


Related Content