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Delete the existing callback that the outbound campaign set up in the system

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  • 1.  Delete the existing callback that the outbound campaign set up in the system

    Posted 11-06-2023 03:21
    No replies, thread closed.

    Hello folks,

    Thought to get some advice from the community to achieve some requirements, 

    We have a predictive outbound campaign running and based on the configured calling strategies if the customer no answer system sets a callback to the same contact after 26 hours. But within that 26 hours, if the customer decides to call in (inbound), the system will route this call to an agent. so the requirement is to delete the existing callback that the outbound campaign set up in the system.  Then the system won't dial this customer again based on calling strategies. I'm just thinking of adding the DNC, but as far as I know, agent disposition would not be able to append the DNC list for the particular campaign. Btw, in my case, we do not use agent scripting as agents use embedded framework. any advice is highly appreciated.

    Thank you.


    #ArchitectureandDesign

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    Hasitha Perera
    Ark Insights Co Ltd
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  • 2.  RE: Delete the existing callback that the outbound campaign set up in the system

    Posted 11-21-2023 20:08
    No replies, thread closed.

    I would suggest using a data action to look for a callback with that phone number and if you find it, disconnect that callback conversation.  That would be the safest and easiest.  



    ------------------------------
    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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    Original Message


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