Genesys Cloud - Main

Is it possible to set an outbound dialler to change from predictive dialling mode to progressive dialling mode when a customer disconnects the call before speaking to an agent. The scenario is that the customer gets a recorded message and then connects the call and is delivered into the queue. If there is no agent available then the customer disconnects the call this is classed as a "nuisance" call.

In order to ensure that the customer is called back the dialler needs to set the call to this customer in progressive mode to ensure the call connects. Is it possible to do this through a campaign rule ? or some sort of rule management ?.

#Outbound

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richard craig
British Telecommunications PLC
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Yes, you could set a wrap-up in the outbound flow and use a wrap-up rule to set a value on a column then a pre-call rule to look for that value and change the mode.  You can only go down in the mode selection, not up, so you can go from Progressive to Preview but not the other way.  You might also have to make sure that the Callable column on that number or contact.  

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