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Delay In Dialing

  • 1.  Delay In Dialing

    NEW MEMBER
    Posted 11 days ago

    Hi All,

    I am facing delaying calls getting dialed. Have 150 users in 3 campaigns on Predictive Dialler. But the outstanding calls never go beyond 5 calls even if I have 50 Effective Idle Agents in Each Campaign.

    Can someone help.


    #Outbound

    ------------------------------
    Raghuvaran G
    Swiggy
    ------------------------------


  • 2.  RE: Delay In Dialing

    GENESYS
    Posted 11 days ago
    Hi,

    Have you checked the number of outbound lines in the progressice dialer configuration?

    Can you please also share additional configuration to give us a better understanding of you setup?

    In your situation maybe best to raise a case with care anyhow.

    ------------------------------
    BR Peter
    Genesys - Employees
    ------------------------------



  • 3.  RE: Delay In Dialing

    NEW MEMBER
    Posted 11 days ago

    Hi Peter,

    Below is the campaign settings for outbound lines,

    <google-sheets-html-origin>

    Campaign Name

    Dialing Mode

    Outbound Lines

    Abandoned

    BAU_HINDI_OPEN

    Predictive

    Unlimited

    5

    BAU_HINDI_OPEN_PREVIEW

    Preview

    NA

    NA

    BAU_HINDI_PENDING WITH CX

    Predictive

    30

    5

    BAU_HINDI_PENDING WITH DX

    Predictive

    30

    5

    </google-sheets-html-origin>

    Like this we have 8 set of campaigns.

    1 Queue (Langauge) * 4 Campaigns * 8 Languages = 32 Campaigns. An agent is part of 4 campaigns atleast. We have both Pre-Call & Post Call Data Actions running.

    There are 8 Queue's, each queue is mapped to 4 campaigns.

    Please let me know if you need any more information.



    ------------------------------
    Raghuvaran G
    Swiggy
    ------------------------------



  • 4.  RE: Delay In Dialing

    GENESYS
    Posted 11 days ago
    Hi Raghuvaran,

    With unlimited I assume you have not defined a value here? If yes, be aware that if you are running multible campaigns and if you have a value configured there a value for outbound lines, that the remaining lines are shared equally among the remaining campaigns: 

    "When Number of Outbound Lines is left blank or set to zero, outbound lines are divided evenly between campaigns. For example, if you have 300 lines and 2 campaigns, each campaign is allocated 150 lines. For a scenario with 300 lines and 3 campaigns, 100 lines is reserved for each campaign.

    When one or more campaigns has a configured threshold, lines are reserved as configured, with any remaining lines split equally among campaigns whose threshold is zero or blank. For example, if you have 300 lines, 1 campaign configured to use 290 lines, and a second campaign set to 0 or left blank, the first campaign would have 290 lines, and the second 10. Or, if you have 1 campaign configured to use 290 lines, and two campaigns left blank or set to zero, the first is allocated 290 lines and the others 5 lines each."

    So maybe try setting a specific value to force a higher number of lines.



    ------------------------------
    BR Peter
    Genesys - Employees
    ------------------------------



  • 5.  RE: Delay In Dialing

    NEW MEMBER
    Posted 11 days ago
    Thanks for the information, Peter. The reason why for other campaigns I have kept lesser lines is because of the reason you have mentioned. But the question I have is, how Genesys Cloud knows that I have "x" lines.

    We are using BYOC and I have 3500 lines available at Operator end. Please advise, how many lines I should configure for these OPEN campaigns. Because I am unable to change it when the campaign is ON.

    I shall connect over a call if required.

    Thank you..!!

    ------------------------------
    Raghuvaran G
    Swiggy
    ------------------------------



  • 6.  RE: Delay In Dialing

    Posted 10 days ago
    Also check the Max Line Utilization under "Outbound Settings". This could be further limiting you....

    ------------------------------
    Paul Simpson
    Eventus Solutions Group
    ------------------------------



  • 7.  RE: Delay In Dialing

    GENESYS
    Posted 9 days ago
    Hi,

    I think the available number of lines is calulated based on the model of your edges: https://help.mypurecloud.com/articles/concurrent-call-capacity-edge-models/
    and the line utilization mentioned by Paul. How many you want to assign per campaign depends on how many agents you have on queue and how you priotize those campaigns. Since the campaign you mentioned is not working as expected I would try stopping it and setting a reasonable number of lines and check how utilization looks from there.

    ------------------------------
    BR Peter
    Genesys - Employees
    ------------------------------



  • 8.  RE: Delay In Dialing

    NEW MEMBER
    Posted 9 days ago
    Hi Peter/Paul,

    I have kept 95% "Max Utilisation Line" under outbound settings.

    We are on BYOC Edge. How to determine the channels in this case, Peter.

    Thanks..!!

    ------------------------------
    Raghuvaran G
    Swiggy
    ------------------------------



  • 9.  RE: Delay In Dialing

    GENESYS
    Posted 9 days ago
    Hi,

    Have you checked you external trunk settings? You can limit concurrent calls and also set a max call rate there.

    BR
    Peter

    ------------------------------
    BR Peter
    Genesys - Employees
    ------------------------------



  • 10.  RE: Delay In Dialing

    NEW MEMBER
    Posted 9 days ago
    Hey Peter, Where can I find the external trunk settings. If you are talking about the Provider or Media Gateway where my SIP trunk is terminated it has 3500 allocated.

    Thanks..!!

    ------------------------------
    Raghuvaran G
    Swiggy
    ------------------------------



  • 11.  RE: Delay In Dialing

    GENESYS
    Posted 9 days ago


    ------------------------------
    BR Peter
    Genesys - Employees
    ------------------------------



  • 12.  RE: Delay In Dialing

    NEW MEMBER
    Posted 7 days ago
    Hi Peter,

    This is set to unlimited. Team have made some changes on the "Data Actions" and only 3 Edge was there now it is increased.

    Thanks for your support.

    ------------------------------
    Raghuvaran G
    Swiggy
    ------------------------------