Genesys Cloud - Main

Dear good morning,

I need your kind support to see how Genesys Cloud can dial at a specific time natively without having to include any development, that is feasible.

Our client has a CRM that inserts the records into a campaign with specific times to call and they must be called when the time is met.

I hope you can guide me with this query.

Regards

Ismael Venturi

I think it would be better to use the Schedule Callback API: https://developer.genesys.cloud/devapps/api-explorer#post-api-v2-conversations-callbacks.

You can specify the date and time and queue.  Create a data action and put it as a button on a script to make it easy for agents.  

Dear good morning,

I need your kind support to see how Genesys Cloud can dial at a specific time natively without having to include any development, that is feasible.

Our client has a CRM that inserts the records into a campaign with specific times to call and they must be called when the time is met.

I hope you can guide me with this query.

Regards

Ismael Venturi

Thanks Robert for your response.

In our scenario, the one that inserts the lead into a Genesys Cloud list is our client's CRM, this lead will come with the date and time when the client needs to be called.

That's why I wanted to know if there is any way for Genesys Cloud to natively take that lead and dial the call based on the established date and time criteria.

Regards

Ismael Venturi

I think it would be better to use the Schedule Callback API: https://developer.genesys.cloud/devapps/api-explorer#post-api-v2-conversations-callbacks.

You can specify the date and time and queue.  Create a data action and put it as a button on a script to make it easy for agents.  

Dear good morning,

I need your kind support to see how Genesys Cloud can dial at a specific time natively without having to include any development, that is feasible.

Our client has a CRM that inserts the records into a campaign with specific times to call and they must be called when the time is met.

I hope you can guide me with this query.

Regards

Ismael Venturi

Hey Ismael, 

RWC is right here - There will be a small amount of dev work needed to meet the specifics of your use case. The outbound campaign lists are more used for dialling out campaigns, not so much ad hoc callbacks. 

Is your current workflow using API to add the lead into a list? Could you not change this to use the callback API?  

The other option is if the campaign lists are somewhat empty then you could hold off on sending the record to the list until the time it needs to be called comes up. Though, that's a little janky lol

Thanks Robert for your response.

In our scenario, the one that inserts the lead into a Genesys Cloud list is our client's CRM, this lead will come with the date and time when the client needs to be called.

That's why I wanted to know if there is any way for Genesys Cloud to natively take that lead and dial the call based on the established date and time criteria.

Regards

Ismael Venturi

I think it would be better to use the Schedule Callback API: https://developer.genesys.cloud/devapps/api-explorer#post-api-v2-conversations-callbacks.

You can specify the date and time and queue.  Create a data action and put it as a button on a script to make it easy for agents.  

Dear good morning,

I need your kind support to see how Genesys Cloud can dial at a specific time natively without having to include any development, that is feasible.

Our client has a CRM that inserts the records into a campaign with specific times to call and they must be called when the time is met.

I hope you can guide me with this query.

Regards

Ismael Venturi

Hi Lawrence 

If I use the API it tells me that I can specify the time and date and queue.

My question is, when this callback is executed, a message will be sent to an available agent to make the call manually, which is how the callback works today.

Because my objective is to insert a record so that it is called at a specific time, but first it must call the client and if the call is answered it must connect with the agent.

I hope for your kind support.

Regards

Hey Ismael, 

RWC is right here - There will be a small amount of dev work needed to meet the specifics of your use case. The outbound campaign lists are more used for dialling out campaigns, not so much ad hoc callbacks. 

Is your current workflow using API to add the lead into a list? Could you not change this to use the callback API?  

The other option is if the campaign lists are somewhat empty then you could hold off on sending the record to the list until the time it needs to be called comes up. Though, that's a little janky lol

Thanks Robert for your response.

In our scenario, the one that inserts the lead into a Genesys Cloud list is our client's CRM, this lead will come with the date and time when the client needs to be called.

That's why I wanted to know if there is any way for Genesys Cloud to natively take that lead and dial the call based on the established date and time criteria.

Regards

Ismael Venturi

I think it would be better to use the Schedule Callback API: https://developer.genesys.cloud/devapps/api-explorer#post-api-v2-conversations-callbacks.

You can specify the date and time and queue.  Create a data action and put it as a button on a script to make it easy for agents.  

Dear good morning,

I need your kind support to see how Genesys Cloud can dial at a specific time natively without having to include any development, that is feasible.

Our client has a CRM that inserts the records into a campaign with specific times to call and they must be called when the time is met.

I hope you can guide me with this query.

Regards

Ismael Venturi

Think you are after this:

https://genesyscloud.ideas.aha.io/ideas/OTB-I-62

And yeah it is a pain with outbound campaigns and wanting to call at a specific time. 

I've seen people create separate outbound campaigns for different time sections, I've seen people use DNC lists to add customers too, which only sets the initial time they can be called, and if you are under resourced then could be called outside their preferred window, but it is something.

As Lawrence mentioned, you can get your CRM team to only call the append record API at the time you want to call the customer, again as with DNC lists if you are under resourced it can be annoying.

Hi Lawrence 

If I use the API it tells me that I can specify the time and date and queue.

My question is, when this callback is executed, a message will be sent to an available agent to make the call manually, which is how the callback works today.

Because my objective is to insert a record so that it is called at a specific time, but first it must call the client and if the call is answered it must connect with the agent.

I hope for your kind support.

Regards

Hey Ismael, 

RWC is right here - There will be a small amount of dev work needed to meet the specifics of your use case. The outbound campaign lists are more used for dialling out campaigns, not so much ad hoc callbacks. 

Is your current workflow using API to add the lead into a list? Could you not change this to use the callback API?  

The other option is if the campaign lists are somewhat empty then you could hold off on sending the record to the list until the time it needs to be called comes up. Though, that's a little janky lol

Thanks Robert for your response.

In our scenario, the one that inserts the lead into a Genesys Cloud list is our client's CRM, this lead will come with the date and time when the client needs to be called.

That's why I wanted to know if there is any way for Genesys Cloud to natively take that lead and dial the call based on the established date and time criteria.

Regards

Ismael Venturi

I think it would be better to use the Schedule Callback API: https://developer.genesys.cloud/devapps/api-explorer#post-api-v2-conversations-callbacks.

You can specify the date and time and queue.  Create a data action and put it as a button on a script to make it easy for agents.  

Dear good morning,

I need your kind support to see how Genesys Cloud can dial at a specific time natively without having to include any development, that is feasible.

Our client has a CRM that inserts the records into a campaign with specific times to call and they must be called when the time is met.

I hope you can guide me with this query.

Regards

Ismael Venturi