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  • 1.  Dial the call at a specific time

    Posted 03-14-2024 11:33
    No replies, thread closed.

    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


    #Outbound

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    Ismael Venturi
    Sixbell Peru S.A.C
    ------------------------------


  • 2.  RE: Dial the call at a specific time

    Posted 03-14-2024 20:26
    No replies, thread closed.

    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.  



  • 3.  RE: Dial the call at a specific time

    Posted 03-14-2024 21:57
    No replies, thread closed.

    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



    ------------------------------
    Ismael Venturi
    Sixbell Peru S.A.C
    ------------------------------

    Original Message


  • 4.  RE: Dial the call at a specific time

    Posted 03-14-2024 23:18
    No replies, thread closed.

    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



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    Lawrence Drayton
    Prvidr Pty Ltd
    ------------------------------

    Original Message


  • 5.  RE: Dial the call at a specific time

    Posted 03-19-2024 20:04
    No replies, thread closed.

    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



    ------------------------------
    Ismael Venturi
    Sixbell Peru S.A.C
    ------------------------------

    Original Message


  • 6.  RE: Dial the call at a specific time
    Best Answer

    Posted 03-19-2024 21:02
    No replies, thread closed.

    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.



    ------------------------------
    Anton Vroon
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    Original Message


  • 7.  RE: Dial the call at a specific time

    Posted 03-19-2024 23:32
    No replies, thread closed.

    With the new auto-dial feature in callbacks, it will act like a call sent through the dialer.  You can use the API to schedule callbacks at a specific date and time when you create the callback.  The other option you could think about is using a skill on the callbacks (like times of the day) and then use a skill expression group to assign the skill so that the dialer will only send calls when that skill is available.  Unfortunately, the skill expression groups can take some time to update.  



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