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Hoping someone has done this or have a solution.
I have a requirement to add numbers to a DNC list together with the account number.
Requirements are:

1. In Contact list we will have the account number, home phone and cell phone.
2. When contact is called via home phone and it is incorrect party, the home phone needs to be add to DNC together with the account number
3. The cell number still needs to be dialed against the account number but not the home number
4. Once the correct party is determined for the home phone, it will be inserted into the Contact List with a new account number

Is the a method or Campaign rule i can use to filter the DNC to check both home phone and account number?

If home phone and account number associated with home phone exist in DNC - Do Not Dial
If home phone exist in DNC but the account number associated with home phone differs, call home phone
#Outbound

------------------------------
Reginald
------------------------------

Hi,

I'm not sure DNC is the right tool for this particular job.

If I am understanding the request correctly, the need is to stop calling a particular number for a particular contact (since it's bad) but still allow that same number to be called for a different contact, should it be there (now or in the future.)

I would create a wrap-up code for the scenario and set the Wrap-Up mapping to mark the number as uncallable. If it isn't also marked as "Right Party", the system should still try the other numbers for the contact on this, and future, recycles.

Meanwhile, on the back end, tidy up the contact list to remove the bad number (and replace with a good one) in the source data so it will replicate out correctly next time ytou do an import (not sure if you are updating a contact list of creating a new one.)

HTH

Hi there,
thanks for the response, yes i agree the Calling list needs to be cleaned up but, the current requirement is that that number must never be called for that account number but must be able to call when assigned to different account number

------------------------------
Reginald
------------------------------

Original Message:
Sent: 08-24-2022 10:10
From: Paul Simpson
Subject: Campaign DNC

Hi,

I'm not sure DNC is the right tool for this particular job.

If I am understanding the request correctly, the need is to stop calling a particular number for a particular contact (since it's bad) but still allow that same number to be called for a different contact, should it be there (now or in the future.)

I would create a wrap-up code for the scenario and set the Wrap-Up mapping to mark the number as uncallable. If it isn't also marked as "Right Party", the system should still try the other numbers for the contact on this, and future, recycles.

Meanwhile, on the back end, tidy up the contact list to remove the bad number (and replace with a good one) in the source data so it will replicate out correctly next time ytou do an import (not sure if you are updating a contact list of creating a new one.)

HTH

------------------------------
Paul Simpson
Sr. Cloud Partner
AAA Club Alliance Inc.

Original Message:
Sent: 08-24-2022 02:25
From: Reginald Sheraton
Subject: Campaign DNC

Hoping someone has done this or have a solution.
I have a requirement to add numbers to a DNC list together with the account number.
Requirements are:

1. In Contact list we will have the account number, home phone and cell phone.
2. When contact is called via home phone and it is incorrect party, the home phone needs to be add to DNC together with the account number
3. The cell number still needs to be dialed against the account number but not the home number
4. Once the correct party is determined for the home phone, it will be inserted into the Contact List with a new account number

Is the a method or Campaign rule i can use to filter the DNC to check both home phone and account number?

If home phone and account number associated with home phone exist in DNC - Do Not Dial
If home phone exist in DNC but the account number associated with home phone differs, call home phone
#Outbound

------------------------------
Reginald
------------------------------

Is it possible that the account number / home number combo appears in the list more than once? Usually, something like Account Number would be the Primary Key, so no.

If it can't than marking the number as uncallable with a Wrap-Up Mapping will achieve the result you are after.

Hi Paul,
thanks for the response, this works but does not resolve my requirements.
once the customer uploads another Contact List, update contacts, with same home and cell and the existing contact is updated, the home phone will be called again.
Hence my question, is the a way to link an account number to a number and have a rule that that number must never be dialed for this account number.

any additional assistance will be appreciate

------------------------------
Reginald
------------------------------

Original Message:
Sent: 08-24-2022 12:28
From: Paul Simpson
Subject: Campaign DNC

Is it possible that the account number / home number combo appears in the list more than once? Usually, something like Account Number would be the Primary Key, so no.

If it can't than marking the number as uncallable with a Wrap-Up Mapping will achieve the result you are after.

------------------------------
Paul Simpson
Sr. Cloud Partner
AAA Club Alliance Inc.

Original Message:
Sent: 08-24-2022 10:51
From: Reginald Sheraton
Subject: Campaign DNC

Hi there,
thanks for the response, yes i agree the Calling list needs to be cleaned up but, the current requirement is that that number must never be called for that account number but must be able to call when assigned to different account number

------------------------------
Reginald

Original Message:
Sent: 08-24-2022 10:10
From: Paul Simpson
Subject: Campaign DNC

Hi,

I'm not sure DNC is the right tool for this particular job.

If I am understanding the request correctly, the need is to stop calling a particular number for a particular contact (since it's bad) but still allow that same number to be called for a different contact, should it be there (now or in the future.)

I would create a wrap-up code for the scenario and set the Wrap-Up mapping to mark the number as uncallable. If it isn't also marked as "Right Party", the system should still try the other numbers for the contact on this, and future, recycles.

Meanwhile, on the back end, tidy up the contact list to remove the bad number (and replace with a good one) in the source data so it will replicate out correctly next time ytou do an import (not sure if you are updating a contact list of creating a new one.)

HTH

------------------------------
Paul Simpson
Sr. Cloud Partner
AAA Club Alliance Inc.

Original Message:
Sent: 08-24-2022 02:25
From: Reginald Sheraton
Subject: Campaign DNC

Hoping someone has done this or have a solution.
I have a requirement to add numbers to a DNC list together with the account number.
Requirements are:

1. In Contact list we will have the account number, home phone and cell phone.
2. When contact is called via home phone and it is incorrect party, the home phone needs to be add to DNC together with the account number
3. The cell number still needs to be dialed against the account number but not the home number
4. Once the correct party is determined for the home phone, it will be inserted into the Contact List with a new account number

Is the a method or Campaign rule i can use to filter the DNC to check both home phone and account number?

If home phone and account number associated with home phone exist in DNC - Do Not Dial
If home phone exist in DNC but the account number associated with home phone differs, call home phone
#Outbound

------------------------------
Reginald
------------------------------

Hi Reginald,
The reason I don't think the DNC list is the right tool is your statement of:
"If home phone exist in DNC but the account number associated with home phone differs, call home phone"

There is NO situation where a phone number that exists on a DNC list will be callable.

 Use a special Wrap Up Code as Paul said, to make that Acct#/Ph combo uncallable. You could even go the extra step of creating a Wrap Up Rule that flags the contact for deletion from the list or runs a Data Action to do that deletion.

Make sure this Contact List is using the Unique Identifier Column of the Account Number. Now when a new contact (even one with the same ph# /diff Acct #) is added to the list it should create a new callable contact in the list.

The bottom line is the DNC will NEVER let a number be callable regardless of any of field, status or flag, and there's no logic to overcome that.

I hope you find this helpful.

------------------------------
Rian Logan
Genesys
------------------------------

Original Message:
Sent: 08-25-2022 06:06
From: Reginald Sheraton
Subject: Campaign DNC

Hi Paul,
thanks for the response, this works but does not resolve my requirements.
once the customer uploads another Contact List, update contacts, with same home and cell and the existing contact is updated, the home phone will be called again.
Hence my question, is the a way to link an account number to a number and have a rule that that number must never be dialed for this account number.

any additional assistance will be appreciate

------------------------------
Reginald

Original Message:
Sent: 08-24-2022 12:28
From: Paul Simpson
Subject: Campaign DNC

Is it possible that the account number / home number combo appears in the list more than once? Usually, something like Account Number would be the Primary Key, so no.

If it can't than marking the number as uncallable with a Wrap-Up Mapping will achieve the result you are after.

------------------------------
Paul Simpson
Sr. Cloud Partner
AAA Club Alliance Inc.

Original Message:
Sent: 08-24-2022 10:51
From: Reginald Sheraton
Subject: Campaign DNC

Hi there,
thanks for the response, yes i agree the Calling list needs to be cleaned up but, the current requirement is that that number must never be called for that account number but must be able to call when assigned to different account number

------------------------------
Reginald

Original Message:
Sent: 08-24-2022 10:10
From: Paul Simpson
Subject: Campaign DNC

Hi,

I'm not sure DNC is the right tool for this particular job.

If I am understanding the request correctly, the need is to stop calling a particular number for a particular contact (since it's bad) but still allow that same number to be called for a different contact, should it be there (now or in the future.)

I would create a wrap-up code for the scenario and set the Wrap-Up mapping to mark the number as uncallable. If it isn't also marked as "Right Party", the system should still try the other numbers for the contact on this, and future, recycles.

Meanwhile, on the back end, tidy up the contact list to remove the bad number (and replace with a good one) in the source data so it will replicate out correctly next time ytou do an import (not sure if you are updating a contact list of creating a new one.)

HTH

------------------------------
Paul Simpson
Sr. Cloud Partner
AAA Club Alliance Inc.

Original Message:
Sent: 08-24-2022 02:25
From: Reginald Sheraton
Subject: Campaign DNC

Hoping someone has done this or have a solution.
I have a requirement to add numbers to a DNC list together with the account number.
Requirements are:

1. In Contact list we will have the account number, home phone and cell phone.
2. When contact is called via home phone and it is incorrect party, the home phone needs to be add to DNC together with the account number
3. The cell number still needs to be dialed against the account number but not the home number
4. Once the correct party is determined for the home phone, it will be inserted into the Contact List with a new account number

Is the a method or Campaign rule i can use to filter the DNC to check both home phone and account number?

If home phone and account number associated with home phone exist in DNC - Do Not Dial
If home phone exist in DNC but the account number associated with home phone differs, call home phone
#Outbound

------------------------------
Reginald
------------------------------

Do add to what Rian says, the issue is that the source data is not being cleaned up in a timely manner. If the number is wrong, then it isn't enough to merely not call it, but you need to remove it from the source data in your CRM (or whatever.)

I would therefore put a process in place to do this. When the agent wraps the call up as "Bad Number", the number should be marked as not callable for the contact (see above), but IN ADDITON, you need to fire off a process (maybe via Data Action if your CRM supports REST API calls) to clean up the source data. That way, wen you come to do the re-import, the number won't be there to be imported.

I can totally see what you are trying to do, but unfortunately, Genesys Cloud does not provide the ability to do DNC based on the combination of multiple fields (in this case Phone # and Account #)​​

HTH

Thanks all, i will engage with customer

------------------------------
Reginald
------------------------------

Original Message:
Sent: 08-25-2022 12:47
From: Paul Simpson
Subject: Campaign DNC

Do add to what Rian says, the issue is that the source data is not being cleaned up in a timely manner. If the number is wrong, then it isn't enough to merely not call it, but you need to remove it from the source data in your CRM (or whatever.)

I would therefore put a process in place to do this. When the agent wraps the call up as "Bad Number", the number should be marked as not callable for the contact (see above), but IN ADDITON, you need to fire off a process (maybe via Data Action if your CRM supports REST API calls) to clean up the source data. That way, wen you come to do the re-import, the number won't be there to be imported.

I can totally see what you are trying to do, but unfortunately, Genesys Cloud does not provide the ability to do DNC based on the combination of multiple fields (in this case Phone # and Account #)​​

HTH

------------------------------
Paul Simpson
Sr. Cloud Partner
AAA Club Alliance Inc.

Original Message:
Sent: 08-25-2022 06:06
From: Reginald Sheraton
Subject: Campaign DNC

Hi Paul,
thanks for the response, this works but does not resolve my requirements.
once the customer uploads another Contact List, update contacts, with same home and cell and the existing contact is updated, the home phone will be called again.
Hence my question, is the a way to link an account number to a number and have a rule that that number must never be dialed for this account number.

any additional assistance will be appreciate

------------------------------
Reginald

Original Message:
Sent: 08-24-2022 12:28
From: Paul Simpson
Subject: Campaign DNC

Is it possible that the account number / home number combo appears in the list more than once? Usually, something like Account Number would be the Primary Key, so no.

If it can't than marking the number as uncallable with a Wrap-Up Mapping will achieve the result you are after.

------------------------------
Paul Simpson
Sr. Cloud Partner
AAA Club Alliance Inc.

Original Message:
Sent: 08-24-2022 10:51
From: Reginald Sheraton
Subject: Campaign DNC

Hi there,
thanks for the response, yes i agree the Calling list needs to be cleaned up but, the current requirement is that that number must never be called for that account number but must be able to call when assigned to different account number

------------------------------
Reginald

Original Message:
Sent: 08-24-2022 10:10
From: Paul Simpson
Subject: Campaign DNC

Hi,

I'm not sure DNC is the right tool for this particular job.

If I am understanding the request correctly, the need is to stop calling a particular number for a particular contact (since it's bad) but still allow that same number to be called for a different contact, should it be there (now or in the future.)

I would create a wrap-up code for the scenario and set the Wrap-Up mapping to mark the number as uncallable. If it isn't also marked as "Right Party", the system should still try the other numbers for the contact on this, and future, recycles.

Meanwhile, on the back end, tidy up the contact list to remove the bad number (and replace with a good one) in the source data so it will replicate out correctly next time ytou do an import (not sure if you are updating a contact list of creating a new one.)

HTH

------------------------------
Paul Simpson
Sr. Cloud Partner
AAA Club Alliance Inc.

Original Message:
Sent: 08-24-2022 02:25
From: Reginald Sheraton
Subject: Campaign DNC

Hoping someone has done this or have a solution.
I have a requirement to add numbers to a DNC list together with the account number.
Requirements are:

1. In Contact list we will have the account number, home phone and cell phone.
2. When contact is called via home phone and it is incorrect party, the home phone needs to be add to DNC together with the account number
3. The cell number still needs to be dialed against the account number but not the home number
4. Once the correct party is determined for the home phone, it will be inserted into the Contact List with a new account number

Is the a method or Campaign rule i can use to filter the DNC to check both home phone and account number?

If home phone and account number associated with home phone exist in DNC - Do Not Dial
If home phone exist in DNC but the account number associated with home phone differs, call home phone
#Outbound

------------------------------
Reginald
------------------------------