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  • 1.  Contactable time sets

    Posted 30 days ago

    Hello guys.
    I hope someone could help me.

    I am trying to set up the outbound campaign and I've realized that it would only working when I don't assign the Contactable time sets on the Contact List.
    Is there any ideas why that is happening ?

    Created the schedule under Contactable Time Sets;
    Set one column as Timezone columns in the Contact list;
    Assigned the profile on the Campaign;

    Regards



    #Outbound

    ------------------------------
    Gabriel Goncalves
    Peter Warren Automotive Holdings Ltd
    ------------------------------


  • 2.  RE: Contactable time sets

    Posted 30 days ago

    Hi Gabriel,

    Can you please provide more details: 

    • Are the Timezone values in your contact list - Timezone column -  as per https://help.mypurecloud.com/articles/understand-time-zone-names/
    • Is your Contactable Time Set using the same Timezones as found in the Contact list
    • When you start dialing with the Contactable Time Set assigned to the Campaign, what disposition codes are logged under "CallRecordLastResult-Phone1" 



    ------------------------------
    Tatjana Knezevic

    www.startelecom.cloud

    https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
    ------------------------------



  • 3.  RE: Contactable time sets

    Posted 30 days ago

    Hello Tatjana, thanks for reply.

    • Yes, I created a column for the Timezone. I am using this format  - "Australia/Melbourne (+10:00)"
    • Yes, I created the Contactable Time set profile and assigned it in the Campaign Management. In the Contact List page I set the Timezone field in my Excel  as a "Time zone Column"
    • That's what I've got as code:
    ININ-OUTBOUND-NOT-CALLABLE-TIME



    ------------------------------
    Gabriel Goncalves
    Peter Warren Automotive Holdings Ltd
    ------------------------------



  • 4.  RE: Contactable time sets
    Best Answer

    Posted 29 days ago

    Hi Gabriel,

    Disposition code ININ-OUTBOUND-NOT-CALLABLE-TIME indicates that you are trying to dial the contacts from the contact list outside the contacable time. As pre Genesys, the description of this disposition code is: "A contactable times set prevented the system from dialing a contact's number because the current time was not within the contactable times for that number's time zone." Here is the link to the resource center article  https://help.mypurecloud.com/articles/wrap-up-codes-assigned-by-outbound-dialing/

    Here are some screenshots with a similar configuration I have for one of the campaigns. 

    Contact list configuration: 

    Contact list values (reduced all the columns, but Timezone). The value: America/Toronto

    Contactable Set configuration (assigned to campaign): 

    Please check your configuration and make sure you are dialing within the permitted hours i.e. during the Contactable Time. 

    Not sure if you are aware, there is a configuration parameter "Reschedule Time Zone Skipped Contacts" that can be set on the Outbound application level. More on this parameter can be found here https://help.mypurecloud.com/articles/reschedule-time-zone-skipped-contacts/



    ------------------------------
    Tatjana Knezevic

    www.startelecom.cloud

    https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
    ------------------------------



  • 5.  RE: Contactable time sets

    Posted 29 days ago

    Hey Tatjana.
    Issue fixed. I really appreciate it.

    I didn't know that I didn't need to use (+10:00) in front of the time zone. Only the name its fine.



    ------------------------------
    Gabriel Goncalves
    Peter Warren Automotive Holdings Ltd
    ------------------------------



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