Genesys Cloud - Main

Sorry to hear your experience with your support partner.  I think @Wayne Kay, my colleague in the UK might be able to help you with that.  As for your dialing, you should look at the Interactions View for only campaign calls and see if you are getting more than one call per contact.  Now, if you are using Preview, the dialing rules don't really apply.  If you look at this list Campaign properties by dialing mode - Genesys Cloud Resource Center (mypurecloud.com), you will see that Preview does not have Call Response and this linkConfigure an attempt controls entry - Genesys Cloud Resource Center (mypurecloud.com) specifically says that Attempt Controls do not apply to Preview Campaigns.  So, no matter what is set for those, they are ignored.  It is up to the agent to disposition the call correctly to determine if you would call it again.  

As for recycling and restarting, you should get similar results.  Here are the basic rules:

• A campaign recycle can occur once every five seconds. The system returns an error for more frequent recycle attempts.

• During a recycle, calls in progress or interactions that an agent is wrapping up jump to the top of the queue, bypassing the normal queue sorting.

• If a campaign is recycled while it is off, all numbers for all contacts will be attempted again. If a campaign is recycled while it is stopping or on, any contacts that are in flight, that is, on their way to an agent or currently being handled by an agent, will only have their numbers attempted once.

• If you don't want the recycle campaign to redial those contacts that the previous campaign dialed successfully, either add a call rule that checks those contacts as Uncallable or create a wrap-up code to map to Contact Uncallable. In either case, the recycle campaign will not redial those contacts.

• When a campaign is recycled, it does not automatically turn on and start dialing the contact list again. The campaign must be manually switched on, or a rule or sequence must be in place to start the campaign again.

Sorry to hear your experience with your support partner.  I think @Wayne Kay, my colleague in the UK might be able to help you with that.  As for your dialing, you should look at the Interactions View for only campaign calls and see if you are getting more than one call per contact.  Now, if you are using Preview, the dialing rules don't really apply.  If you look at this list Campaign properties by dialing mode - Genesys Cloud Resource Center (mypurecloud.com), you will see that Preview does not have Call Response and this linkConfigure an attempt controls entry - Genesys Cloud Resource Center (mypurecloud.com) specifically says that Attempt Controls do not apply to Preview Campaigns.  So, no matter what is set for those, they are ignored.  It is up to the agent to disposition the call correctly to determine if you would call it again.  

As for recycling and restarting, you should get similar results.  Here are the basic rules:

• A campaign recycle can occur once every five seconds. The system returns an error for more frequent recycle attempts.

• During a recycle, calls in progress or interactions that an agent is wrapping up jump to the top of the queue, bypassing the normal queue sorting.

• If a campaign is recycled while it is off, all numbers for all contacts will be attempted again. If a campaign is recycled while it is stopping or on, any contacts that are in flight, that is, on their way to an agent or currently being handled by an agent, will only have their numbers attempted once.

• If you don't want the recycle campaign to redial those contacts that the previous campaign dialed successfully, either add a call rule that checks those contacts as Uncallable or create a wrap-up code to map to Contact Uncallable. In either case, the recycle campaign will not redial those contacts.

• When a campaign is recycled, it does not automatically turn on and start dialing the contact list again. The campaign must be manually switched on, or a rule or sequence must be in place to start the campaign again.

Got to get me some new glasses.  You are correct.  But aside from the selective blindness, did you get the answers you needed?

Sorry to hear your experience with your support partner.  I think @Wayne Kay, my colleague in the UK might be able to help you with that.  As for your dialing, you should look at the Interactions View for only campaign calls and see if you are getting more than one call per contact.  Now, if you are using Preview, the dialing rules don't really apply.  If you look at this list Campaign properties by dialing mode - Genesys Cloud Resource Center (mypurecloud.com), you will see that Preview does not have Call Response and this linkConfigure an attempt controls entry - Genesys Cloud Resource Center (mypurecloud.com) specifically says that Attempt Controls do not apply to Preview Campaigns.  So, no matter what is set for those, they are ignored.  It is up to the agent to disposition the call correctly to determine if you would call it again.  

As for recycling and restarting, you should get similar results.  Here are the basic rules:

• A campaign recycle can occur once every five seconds. The system returns an error for more frequent recycle attempts.

• During a recycle, calls in progress or interactions that an agent is wrapping up jump to the top of the queue, bypassing the normal queue sorting.

• If a campaign is recycled while it is off, all numbers for all contacts will be attempted again. If a campaign is recycled while it is stopping or on, any contacts that are in flight, that is, on their way to an agent or currently being handled by an agent, will only have their numbers attempted once.

• If you don't want the recycle campaign to redial those contacts that the previous campaign dialed successfully, either add a call rule that checks those contacts as Uncallable or create a wrap-up code to map to Contact Uncallable. In either case, the recycle campaign will not redial those contacts.

• When a campaign is recycled, it does not automatically turn on and start dialing the contact list again. The campaign must be manually switched on, or a rule or sequence must be in place to start the campaign again.

Sorry to hear your experience with your support partner.  I think @Wayne Kay, my colleague in the UK might be able to help you with that.  As for your dialing, you should look at the Interactions View for only campaign calls and see if you are getting more than one call per contact.  Now, if you are using Preview, the dialing rules don't really apply.  If you look at this list Campaign properties by dialing mode - Genesys Cloud Resource Center (mypurecloud.com), you will see that Preview does not have Call Response and this linkConfigure an attempt controls entry - Genesys Cloud Resource Center (mypurecloud.com) specifically says that Attempt Controls do not apply to Preview Campaigns.  So, no matter what is set for those, they are ignored.  It is up to the agent to disposition the call correctly to determine if you would call it again.  

As for recycling and restarting, you should get similar results.  Here are the basic rules:

• A campaign recycle can occur once every five seconds. The system returns an error for more frequent recycle attempts.

• During a recycle, calls in progress or interactions that an agent is wrapping up jump to the top of the queue, bypassing the normal queue sorting.

• If a campaign is recycled while it is off, all numbers for all contacts will be attempted again. If a campaign is recycled while it is stopping or on, any contacts that are in flight, that is, on their way to an agent or currently being handled by an agent, will only have their numbers attempted once.

• If you don't want the recycle campaign to redial those contacts that the previous campaign dialed successfully, either add a call rule that checks those contacts as Uncallable or create a wrap-up code to map to Contact Uncallable. In either case, the recycle campaign will not redial those contacts.

• When a campaign is recycled, it does not automatically turn on and start dialing the contact list again. The campaign must be manually switched on, or a rule or sequence must be in place to start the campaign again.

Hi Jeff, I work closely with Robert and am the Genesys lead for TTEC in EMEA. Please feel free to reach out at dann.sanders@ttecdigital.com and we can chat and discuss how we may be able to assist you.

Kind Regards

Dann

Sorry to hear your experience with your support partner.  I think @Wayne Kay, my colleague in the UK might be able to help you with that.  As for your dialing, you should look at the Interactions View for only campaign calls and see if you are getting more than one call per contact.  Now, if you are using Preview, the dialing rules don't really apply.  If you look at this list Campaign properties by dialing mode - Genesys Cloud Resource Center (mypurecloud.com), you will see that Preview does not have Call Response and this linkConfigure an attempt controls entry - Genesys Cloud Resource Center (mypurecloud.com) specifically says that Attempt Controls do not apply to Preview Campaigns.  So, no matter what is set for those, they are ignored.  It is up to the agent to disposition the call correctly to determine if you would call it again.  

As for recycling and restarting, you should get similar results.  Here are the basic rules:

• A campaign recycle can occur once every five seconds. The system returns an error for more frequent recycle attempts.

• During a recycle, calls in progress or interactions that an agent is wrapping up jump to the top of the queue, bypassing the normal queue sorting.

• If a campaign is recycled while it is off, all numbers for all contacts will be attempted again. If a campaign is recycled while it is stopping or on, any contacts that are in flight, that is, on their way to an agent or currently being handled by an agent, will only have their numbers attempted once.

• If you don't want the recycle campaign to redial those contacts that the previous campaign dialed successfully, either add a call rule that checks those contacts as Uncallable or create a wrap-up code to map to Contact Uncallable. In either case, the recycle campaign will not redial those contacts.

• When a campaign is recycled, it does not automatically turn on and start dialing the contact list again. The campaign must be manually switched on, or a rule or sequence must be in place to start the campaign again.

Thanks for reaching out to me. I have a consultancy session scheduled quite soon with our provider so will hopefully resolve our issues then. Thanks again.

Jeff

------------------------------
Jeff Humphreys
RCN, Royal College of Nursing
------------------------------


Original Message:
Sent: 02-26-2024 12:55
From: Daniel Sanders
Subject: Call attempts control, Recycling campaigns etc

Hi Jeff, I work closely with Robert and am the Genesys lead for TTEC in EMEA. Please feel free to reach out at dann.sanders@ttecdigital.com and we can chat and discuss how we may be able to assist you.

Kind Regards

Dann

------------------------------
Daniel Sanders
TTEC UK Solutions Ltd


Original Message:
Sent: 02-23-2024 00:04
From: Robert Wakefield-Carl
Subject: Call attempts control, Recycling campaigns etc

Sorry to hear your experience with your support partner.  I think @Wayne Kay, my colleague in the UK might be able to help you with that.  As for your dialing, you should look at the Interactions View for only campaign calls and see if you are getting more than one call per contact.  Now, if you are using Preview, the dialing rules don't really apply.  If you look at this list Campaign properties by dialing mode - Genesys Cloud Resource Center (mypurecloud.com), you will see that Preview does not have Call Response and this linkConfigure an attempt controls entry - Genesys Cloud Resource Center (mypurecloud.com) specifically says that Attempt Controls do not apply to Preview Campaigns.  So, no matter what is set for those, they are ignored.  It is up to the agent to disposition the call correctly to determine if you would call it again.  

As for recycling and restarting, you should get similar results.  Here are the basic rules:

• A campaign recycle can occur once every five seconds. The system returns an error for more frequent recycle attempts.

• During a recycle, calls in progress or interactions that an agent is wrapping up jump to the top of the queue, bypassing the normal queue sorting.

• If a campaign is recycled while it is off, all numbers for all contacts will be attempted again. If a campaign is recycled while it is stopping or on, any contacts that are in flight, that is, on their way to an agent or currently being handled by an agent, will only have their numbers attempted once.

• If you don't want the recycle campaign to redial those contacts that the previous campaign dialed successfully, either add a call rule that checks those contacts as Uncallable or create a wrap-up code to map to Contact Uncallable. In either case, the recycle campaign will not redial those contacts.

• When a campaign is recycled, it does not automatically turn on and start dialing the contact list again. The campaign must be manually switched on, or a rule or sequence must be in place to start the campaign again.

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