Genesys Cloud - Main

I would like to speak with someone who has experience with outbound dialer.  We are trying to have the dialer manage both the # of attempts AND the time in-between attempts (looking for 48-72 hours between attempts with a maximum of 6 attempts per record).   Apparently, this is not inherent in the software but I hear with some effort we can automate this function.   Can you explain how this can be accomplished?

I would like to speak with someone who has experience with outbound dialer.  We are trying to have the dialer manage both the # of attempts AND the time in-between attempts (looking for 48-72 hours between attempts with a maximum of 6 attempts per record).   Apparently, this is not inherent in the software but I hear with some effort we can automate this function.   Can you explain how this can be accomplished?

Darryn,

i am in the UK and need to ensure that a nuisance call is not called back for 72 hours. Do I need to set something up in Rule Management like the file attached or do i need to do something different ?. As soon as the outbound call connects the customer receives a recorded message stating the purpose of the call and then they are asked to press 1 to connect the call and therefore i need something which will see when the customer doesn't answer the call or disconnects the call however neither are in the disposition list in the rule management section of the attachment. Your help and advice on how to configure would be appreciated.

I would like to speak with someone who has experience with outbound dialer.  We are trying to have the dialer manage both the # of attempts AND the time in-between attempts (looking for 48-72 hours between attempts with a maximum of 6 attempts per record).   Apparently, this is not inherent in the software but I hear with some effort we can automate this function.   Can you explain how this can be accomplished?

Hi Richard,

I think the following should cover it:

In the Rule Set you'd need to set up a Wrap-Up rule with Condition >> System Disposition.

Here you can add ININ-OUTBOUND-FAILED-TO-REACH-AGENT. 

Details on meaning of the ININ-OUTBOUND system dipositions can be found here: https://help.mypurecloud.com/articles/wrap-up-codes-assigned-by-outbound-dialing/

Then in your actions you'd choose Schedule Callback >> set this to 4320 minutes from now (this should be 72 hours).
Another action that you should add here is to update a custom column in your contact list with for example Abandoned.

You might also want to add another rule for ININ-OUTBOUND-DISCONNECT.

Then in the same Rule Set you can add a Pre-Call Rule that checks for the value in this custom column exists. 
So Custom Column is (or contains) Abandoned.

Then add another condition with checks for Last Attempt Overall is later than 72 hours.

And then add an action to  Switch the call to Preview.

This should cover the ofCom rule of not calling within 72 hours AND making sure there is an availble agent to dial them. 

Hope this helps!

Cheers Hermina

Darryn,

i am in the UK and need to ensure that a nuisance call is not called back for 72 hours. Do I need to set something up in Rule Management like the file attached or do i need to do something different ?. As soon as the outbound call connects the customer receives a recorded message stating the purpose of the call and then they are asked to press 1 to connect the call and therefore i need something which will see when the customer doesn't answer the call or disconnects the call however neither are in the disposition list in the rule management section of the attachment. Your help and advice on how to configure would be appreciated.

I would like to speak with someone who has experience with outbound dialer.  We are trying to have the dialer manage both the # of attempts AND the time in-between attempts (looking for 48-72 hours between attempts with a maximum of 6 attempts per record).   Apparently, this is not inherent in the software but I hear with some effort we can automate this function.   Can you explain how this can be accomplished?

Hermina - so something like i have outlined in the attached document 

Hi Richard,

I think the following should cover it:

In the Rule Set you'd need to set up a Wrap-Up rule with Condition >> System Disposition.

Here you can add ININ-OUTBOUND-FAILED-TO-REACH-AGENT. 

Details on meaning of the ININ-OUTBOUND system dipositions can be found here: https://help.mypurecloud.com/articles/wrap-up-codes-assigned-by-outbound-dialing/

Then in your actions you'd choose Schedule Callback >> set this to 4320 minutes from now (this should be 72 hours).
Another action that you should add here is to update a custom column in your contact list with for example Abandoned.

You might also want to add another rule for ININ-OUTBOUND-DISCONNECT.

Then in the same Rule Set you can add a Pre-Call Rule that checks for the value in this custom column exists. 
So Custom Column is (or contains) Abandoned.

Then add another condition with checks for Last Attempt Overall is later than 72 hours.

And then add an action to  Switch the call to Preview.

This should cover the ofCom rule of not calling within 72 hours AND making sure there is an availble agent to dial them. 

Hope this helps!

Cheers Hermina

Darryn,

i am in the UK and need to ensure that a nuisance call is not called back for 72 hours. Do I need to set something up in Rule Management like the file attached or do i need to do something different ?. As soon as the outbound call connects the customer receives a recorded message stating the purpose of the call and then they are asked to press 1 to connect the call and therefore i need something which will see when the customer doesn't answer the call or disconnects the call however neither are in the disposition list in the rule management section of the attachment. Your help and advice on how to configure would be appreciated.

I would like to speak with someone who has experience with outbound dialer.  We are trying to have the dialer manage both the # of attempts AND the time in-between attempts (looking for 48-72 hours between attempts with a maximum of 6 attempts per record).   Apparently, this is not inherent in the software but I hear with some effort we can automate this function.   Can you explain how this can be accomplished?

My appologies, I totally missed that! Let's blame it on the fire drill ^_^

But, yes, indeed, exactly like that!

Cheers!

Hermina - so something like i have outlined in the attached document 

Hi Richard,

I think the following should cover it:

In the Rule Set you'd need to set up a Wrap-Up rule with Condition >> System Disposition.

Here you can add ININ-OUTBOUND-FAILED-TO-REACH-AGENT. 

Details on meaning of the ININ-OUTBOUND system dipositions can be found here: https://help.mypurecloud.com/articles/wrap-up-codes-assigned-by-outbound-dialing/

Then in your actions you'd choose Schedule Callback >> set this to 4320 minutes from now (this should be 72 hours).
Another action that you should add here is to update a custom column in your contact list with for example Abandoned.

You might also want to add another rule for ININ-OUTBOUND-DISCONNECT.

Then in the same Rule Set you can add a Pre-Call Rule that checks for the value in this custom column exists. 
So Custom Column is (or contains) Abandoned.

Then add another condition with checks for Last Attempt Overall is later than 72 hours.

And then add an action to  Switch the call to Preview.

This should cover the ofCom rule of not calling within 72 hours AND making sure there is an availble agent to dial them. 

Hope this helps!

Cheers Hermina

Darryn,

i am in the UK and need to ensure that a nuisance call is not called back for 72 hours. Do I need to set something up in Rule Management like the file attached or do i need to do something different ?. As soon as the outbound call connects the customer receives a recorded message stating the purpose of the call and then they are asked to press 1 to connect the call and therefore i need something which will see when the customer doesn't answer the call or disconnects the call however neither are in the disposition list in the rule management section of the attachment. Your help and advice on how to configure would be appreciated.

I would like to speak with someone who has experience with outbound dialer.  We are trying to have the dialer manage both the # of attempts AND the time in-between attempts (looking for 48-72 hours between attempts with a maximum of 6 attempts per record).   Apparently, this is not inherent in the software but I hear with some effort we can automate this function.   Can you explain how this can be accomplished?

Hi Richard,

I think the following should cover it:

In the Rule Set you'd need to set up a Wrap-Up rule with Condition >> System Disposition.

Here you can add ININ-OUTBOUND-FAILED-TO-REACH-AGENT. 

Details on meaning of the ININ-OUTBOUND system dipositions can be found here: https://help.mypurecloud.com/articles/wrap-up-codes-assigned-by-outbound-dialing/

Then in your actions you'd choose Schedule Callback >> set this to 4320 minutes from now (this should be 72 hours).
Another action that you should add here is to update a custom column in your contact list with for example Abandoned.

You might also want to add another rule for ININ-OUTBOUND-DISCONNECT.

Then in the same Rule Set you can add a Pre-Call Rule that checks for the value in this custom column exists. 
So Custom Column is (or contains) Abandoned.

Then add another condition with checks for Last Attempt Overall is later than 72 hours.

And then add an action to  Switch the call to Preview.

This should cover the ofCom rule of not calling within 72 hours AND making sure there is an availble agent to dial them. 

Hope this helps!

Cheers Hermina

Darryn,

i am in the UK and need to ensure that a nuisance call is not called back for 72 hours. Do I need to set something up in Rule Management like the file attached or do i need to do something different ?. As soon as the outbound call connects the customer receives a recorded message stating the purpose of the call and then they are asked to press 1 to connect the call and therefore i need something which will see when the customer doesn't answer the call or disconnects the call however neither are in the disposition list in the rule management section of the attachment. Your help and advice on how to configure would be appreciated.

I would like to speak with someone who has experience with outbound dialer.  We are trying to have the dialer manage both the # of attempts AND the time in-between attempts (looking for 48-72 hours between attempts with a maximum of 6 attempts per record).   Apparently, this is not inherent in the software but I hear with some effort we can automate this function.   Can you explain how this can be accomplished?

Hemina - i have tried this but as mentioned the even though i am not answering the call the call is dispositioning itself as ININ-OUTBOUND-NO-ANSWER and not ININ-OUTBOUND-FAILED-TO-REACH-AGENT. I cannot select this option from the drop down below.

is it possible to add the ININ-OUTBOUND-NO-ANSWER to this list at all ?.

Hi Richard,

I think the following should cover it:

In the Rule Set you'd need to set up a Wrap-Up rule with Condition >> System Disposition.

Here you can add ININ-OUTBOUND-FAILED-TO-REACH-AGENT. 

Details on meaning of the ININ-OUTBOUND system dipositions can be found here: https://help.mypurecloud.com/articles/wrap-up-codes-assigned-by-outbound-dialing/

Then in your actions you'd choose Schedule Callback >> set this to 4320 minutes from now (this should be 72 hours).
Another action that you should add here is to update a custom column in your contact list with for example Abandoned.

You might also want to add another rule for ININ-OUTBOUND-DISCONNECT.

Then in the same Rule Set you can add a Pre-Call Rule that checks for the value in this custom column exists. 
So Custom Column is (or contains) Abandoned.

Then add another condition with checks for Last Attempt Overall is later than 72 hours.

And then add an action to  Switch the call to Preview.

This should cover the ofCom rule of not calling within 72 hours AND making sure there is an availble agent to dial them. 

Hope this helps!

Cheers Hermina

Darryn,

i am in the UK and need to ensure that a nuisance call is not called back for 72 hours. Do I need to set something up in Rule Management like the file attached or do i need to do something different ?. As soon as the outbound call connects the customer receives a recorded message stating the purpose of the call and then they are asked to press 1 to connect the call and therefore i need something which will see when the customer doesn't answer the call or disconnects the call however neither are in the disposition list in the rule management section of the attachment. Your help and advice on how to configure would be appreciated.

I would like to speak with someone who has experience with outbound dialer.  We are trying to have the dialer manage both the # of attempts AND the time in-between attempts (looking for 48-72 hours between attempts with a maximum of 6 attempts per record).   Apparently, this is not inherent in the software but I hear with some effort we can automate this function.   Can you explain how this can be accomplished?

HI Richard,

No Answer is under Call Analysis in the rules.

But can you please describe your scenario here?

In my test (automated campaign) if dialer dials out and the customer does not answer, you will receive a no answer disposition. As far as I remember, this doesn't require steps outlined in your document and my post.
If the customer does answer and the agent doesn't pick up you will receive ININ-OUTBOUND-FAILED-TO-REACH-AGENT.

Cheers,

Hermina

Hemina - i have tried this but as mentioned the even though i am not answering the call the call is dispositioning itself as ININ-OUTBOUND-NO-ANSWER and not ININ-OUTBOUND-FAILED-TO-REACH-AGENT. I cannot select this option from the drop down below.

is it possible to add the ININ-OUTBOUND-NO-ANSWER to this list at all ?.

Hi Richard,

I think the following should cover it:

In the Rule Set you'd need to set up a Wrap-Up rule with Condition >> System Disposition.

Here you can add ININ-OUTBOUND-FAILED-TO-REACH-AGENT. 

Details on meaning of the ININ-OUTBOUND system dipositions can be found here: https://help.mypurecloud.com/articles/wrap-up-codes-assigned-by-outbound-dialing/

Then in your actions you'd choose Schedule Callback >> set this to 4320 minutes from now (this should be 72 hours).
Another action that you should add here is to update a custom column in your contact list with for example Abandoned.

You might also want to add another rule for ININ-OUTBOUND-DISCONNECT.

Then in the same Rule Set you can add a Pre-Call Rule that checks for the value in this custom column exists. 
So Custom Column is (or contains) Abandoned.

Then add another condition with checks for Last Attempt Overall is later than 72 hours.

And then add an action to  Switch the call to Preview.

This should cover the ofCom rule of not calling within 72 hours AND making sure there is an availble agent to dial them. 

Hope this helps!

Cheers Hermina

Darryn,

i am in the UK and need to ensure that a nuisance call is not called back for 72 hours. Do I need to set something up in Rule Management like the file attached or do i need to do something different ?. As soon as the outbound call connects the customer receives a recorded message stating the purpose of the call and then they are asked to press 1 to connect the call and therefore i need something which will see when the customer doesn't answer the call or disconnects the call however neither are in the disposition list in the rule management section of the attachment. Your help and advice on how to configure would be appreciated.

I would like to speak with someone who has experience with outbound dialer.  We are trying to have the dialer manage both the # of attempts AND the time in-between attempts (looking for 48-72 hours between attempts with a maximum of 6 attempts per record).   Apparently, this is not inherent in the software but I hear with some effort we can automate this function.   Can you explain how this can be accomplished?

Hermina - I am running the campaign in progressive mode and have 3 records in the list. When I start the campaign the first mobile rings and I am not answering the call and it disconnects after 22s. When I do this with the other records and don't answer the call I get the ININ-OUTBOUND-NO-ANSWER disposition code displayed in the wrap up code section of Workspace. As this has not connected to an agent they cannot enter a wrap up code.

If I start the campaign and then answer the call but still don't connect to an agent I get the  ININ-OUTBOUND-TRANSFERRED-TO FLOW disposition code and because the call has terminated before reaching the agent they cannot set a wrap code.

What do I need to do to ensue that if I get the ININ-OUTBOUND-NO-ANSWER disposition code that the customer is not called back for 72 hours as your previous response suggests I don't need to carry out any of the steps outlined in your post.

HI Richard,

No Answer is under Call Analysis in the rules.

But can you please describe your scenario here?

In my test (automated campaign) if dialer dials out and the customer does not answer, you will receive a no answer disposition. As far as I remember, this doesn't require steps outlined in your document and my post.
If the customer does answer and the agent doesn't pick up you will receive ININ-OUTBOUND-FAILED-TO-REACH-AGENT.

Cheers,

Hermina

Hemina - i have tried this but as mentioned the even though i am not answering the call the call is dispositioning itself as ININ-OUTBOUND-NO-ANSWER and not ININ-OUTBOUND-FAILED-TO-REACH-AGENT. I cannot select this option from the drop down below.

is it possible to add the ININ-OUTBOUND-NO-ANSWER to this list at all ?.

Hi Richard,

I think the following should cover it:

In the Rule Set you'd need to set up a Wrap-Up rule with Condition >> System Disposition.

Here you can add ININ-OUTBOUND-FAILED-TO-REACH-AGENT. 

Details on meaning of the ININ-OUTBOUND system dipositions can be found here: https://help.mypurecloud.com/articles/wrap-up-codes-assigned-by-outbound-dialing/

Then in your actions you'd choose Schedule Callback >> set this to 4320 minutes from now (this should be 72 hours).
Another action that you should add here is to update a custom column in your contact list with for example Abandoned.

You might also want to add another rule for ININ-OUTBOUND-DISCONNECT.

Then in the same Rule Set you can add a Pre-Call Rule that checks for the value in this custom column exists. 
So Custom Column is (or contains) Abandoned.

Then add another condition with checks for Last Attempt Overall is later than 72 hours.

And then add an action to  Switch the call to Preview.

This should cover the ofCom rule of not calling within 72 hours AND making sure there is an availble agent to dial them. 

Hope this helps!

Cheers Hermina

Darryn,

i am in the UK and need to ensure that a nuisance call is not called back for 72 hours. Do I need to set something up in Rule Management like the file attached or do i need to do something different ?. As soon as the outbound call connects the customer receives a recorded message stating the purpose of the call and then they are asked to press 1 to connect the call and therefore i need something which will see when the customer doesn't answer the call or disconnects the call however neither are in the disposition list in the rule management section of the attachment. Your help and advice on how to configure would be appreciated.

I would like to speak with someone who has experience with outbound dialer.  We are trying to have the dialer manage both the # of attempts AND the time in-between attempts (looking for 48-72 hours between attempts with a maximum of 6 attempts per record).   Apparently, this is not inherent in the software but I hear with some effort we can automate this function.   Can you explain how this can be accomplished?

If you need to reschedule a No Answer wrap up to 72 hours in the future you will need to set up a rule to do this.(in this case choose No Answer under Call analysis and set up the rule)

Hermina - I am running the campaign in progressive mode and have 3 records in the list. When I start the campaign the first mobile rings and I am not answering the call and it disconnects after 22s. When I do this with the other records and don't answer the call I get the ININ-OUTBOUND-NO-ANSWER disposition code displayed in the wrap up code section of Workspace. As this has not connected to an agent they cannot enter a wrap up code.

If I start the campaign and then answer the call but still don't connect to an agent I get the  ININ-OUTBOUND-TRANSFERRED-TO FLOW disposition code and because the call has terminated before reaching the agent they cannot set a wrap code.

What do I need to do to ensue that if I get the ININ-OUTBOUND-NO-ANSWER disposition code that the customer is not called back for 72 hours as your previous response suggests I don't need to carry out any of the steps outlined in your post.

HI Richard,

No Answer is under Call Analysis in the rules.

But can you please describe your scenario here?

In my test (automated campaign) if dialer dials out and the customer does not answer, you will receive a no answer disposition. As far as I remember, this doesn't require steps outlined in your document and my post.
If the customer does answer and the agent doesn't pick up you will receive ININ-OUTBOUND-FAILED-TO-REACH-AGENT.

Cheers,

Hermina

Hemina - i have tried this but as mentioned the even though i am not answering the call the call is dispositioning itself as ININ-OUTBOUND-NO-ANSWER and not ININ-OUTBOUND-FAILED-TO-REACH-AGENT. I cannot select this option from the drop down below.

is it possible to add the ININ-OUTBOUND-NO-ANSWER to this list at all ?.

Hi Richard,

I think the following should cover it:

In the Rule Set you'd need to set up a Wrap-Up rule with Condition >> System Disposition.

Here you can add ININ-OUTBOUND-FAILED-TO-REACH-AGENT. 

Details on meaning of the ININ-OUTBOUND system dipositions can be found here: https://help.mypurecloud.com/articles/wrap-up-codes-assigned-by-outbound-dialing/

Then in your actions you'd choose Schedule Callback >> set this to 4320 minutes from now (this should be 72 hours).
Another action that you should add here is to update a custom column in your contact list with for example Abandoned.

You might also want to add another rule for ININ-OUTBOUND-DISCONNECT.

Then in the same Rule Set you can add a Pre-Call Rule that checks for the value in this custom column exists. 
So Custom Column is (or contains) Abandoned.

Then add another condition with checks for Last Attempt Overall is later than 72 hours.

And then add an action to  Switch the call to Preview.

This should cover the ofCom rule of not calling within 72 hours AND making sure there is an availble agent to dial them. 

Hope this helps!

Cheers Hermina

Darryn,

i am in the UK and need to ensure that a nuisance call is not called back for 72 hours. Do I need to set something up in Rule Management like the file attached or do i need to do something different ?. As soon as the outbound call connects the customer receives a recorded message stating the purpose of the call and then they are asked to press 1 to connect the call and therefore i need something which will see when the customer doesn't answer the call or disconnects the call however neither are in the disposition list in the rule management section of the attachment. Your help and advice on how to configure would be appreciated.

I would like to speak with someone who has experience with outbound dialer.  We are trying to have the dialer manage both the # of attempts AND the time in-between attempts (looking for 48-72 hours between attempts with a maximum of 6 attempts per record).   Apparently, this is not inherent in the software but I hear with some effort we can automate this function.   Can you explain how this can be accomplished?

Hermina - is this in the section outlined below

i have also set up the following 

does that look right and will it work ?

If you need to reschedule a No Answer wrap up to 72 hours in the future you will need to set up a rule to do this.(in this case choose No Answer under Call analysis and set up the rule)

Hermina - I am running the campaign in progressive mode and have 3 records in the list. When I start the campaign the first mobile rings and I am not answering the call and it disconnects after 22s. When I do this with the other records and don't answer the call I get the ININ-OUTBOUND-NO-ANSWER disposition code displayed in the wrap up code section of Workspace. As this has not connected to an agent they cannot enter a wrap up code.

If I start the campaign and then answer the call but still don't connect to an agent I get the  ININ-OUTBOUND-TRANSFERRED-TO FLOW disposition code and because the call has terminated before reaching the agent they cannot set a wrap code.

What do I need to do to ensue that if I get the ININ-OUTBOUND-NO-ANSWER disposition code that the customer is not called back for 72 hours as your previous response suggests I don't need to carry out any of the steps outlined in your post.

HI Richard,

No Answer is under Call Analysis in the rules.

But can you please describe your scenario here?

In my test (automated campaign) if dialer dials out and the customer does not answer, you will receive a no answer disposition. As far as I remember, this doesn't require steps outlined in your document and my post.
If the customer does answer and the agent doesn't pick up you will receive ININ-OUTBOUND-FAILED-TO-REACH-AGENT.

Cheers,

Hermina

Hemina - i have tried this but as mentioned the even though i am not answering the call the call is dispositioning itself as ININ-OUTBOUND-NO-ANSWER and not ININ-OUTBOUND-FAILED-TO-REACH-AGENT. I cannot select this option from the drop down below.

is it possible to add the ININ-OUTBOUND-NO-ANSWER to this list at all ?.

Hi Richard,

I think the following should cover it:

In the Rule Set you'd need to set up a Wrap-Up rule with Condition >> System Disposition.

Here you can add ININ-OUTBOUND-FAILED-TO-REACH-AGENT. 

Details on meaning of the ININ-OUTBOUND system dipositions can be found here: https://help.mypurecloud.com/articles/wrap-up-codes-assigned-by-outbound-dialing/

Then in your actions you'd choose Schedule Callback >> set this to 4320 minutes from now (this should be 72 hours).
Another action that you should add here is to update a custom column in your contact list with for example Abandoned.

You might also want to add another rule for ININ-OUTBOUND-DISCONNECT.

Then in the same Rule Set you can add a Pre-Call Rule that checks for the value in this custom column exists. 
So Custom Column is (or contains) Abandoned.

Then add another condition with checks for Last Attempt Overall is later than 72 hours.

And then add an action to  Switch the call to Preview.

This should cover the ofCom rule of not calling within 72 hours AND making sure there is an availble agent to dial them. 

Hope this helps!

Cheers Hermina

Darryn,

i am in the UK and need to ensure that a nuisance call is not called back for 72 hours. Do I need to set something up in Rule Management like the file attached or do i need to do something different ?. As soon as the outbound call connects the customer receives a recorded message stating the purpose of the call and then they are asked to press 1 to connect the call and therefore i need something which will see when the customer doesn't answer the call or disconnects the call however neither are in the disposition list in the rule management section of the attachment. Your help and advice on how to configure would be appreciated.

I would like to speak with someone who has experience with outbound dialer.  We are trying to have the dialer manage both the # of attempts AND the time in-between attempts (looking for 48-72 hours between attempts with a maximum of 6 attempts per record).   Apparently, this is not inherent in the software but I hear with some effort we can automate this function.   Can you explain how this can be accomplished?

Hi Richard,

Sorry for causing confusion! You need to set up the reschedule rule in Rules:

Once you choose No Answer here you can then set up your Actions, such as reschedule for 72 hours like you did earlier in the document you attached 

hope this helps!

Cheers Hermina

Hermina - is this in the section outlined below

i have also set up the following 

does that look right and will it work ?

If you need to reschedule a No Answer wrap up to 72 hours in the future you will need to set up a rule to do this.(in this case choose No Answer under Call analysis and set up the rule)

Hermina - I am running the campaign in progressive mode and have 3 records in the list. When I start the campaign the first mobile rings and I am not answering the call and it disconnects after 22s. When I do this with the other records and don't answer the call I get the ININ-OUTBOUND-NO-ANSWER disposition code displayed in the wrap up code section of Workspace. As this has not connected to an agent they cannot enter a wrap up code.

If I start the campaign and then answer the call but still don't connect to an agent I get the  ININ-OUTBOUND-TRANSFERRED-TO FLOW disposition code and because the call has terminated before reaching the agent they cannot set a wrap code.

What do I need to do to ensue that if I get the ININ-OUTBOUND-NO-ANSWER disposition code that the customer is not called back for 72 hours as your previous response suggests I don't need to carry out any of the steps outlined in your post.

HI Richard,

No Answer is under Call Analysis in the rules.

But can you please describe your scenario here?

In my test (automated campaign) if dialer dials out and the customer does not answer, you will receive a no answer disposition. As far as I remember, this doesn't require steps outlined in your document and my post.
If the customer does answer and the agent doesn't pick up you will receive ININ-OUTBOUND-FAILED-TO-REACH-AGENT.

Cheers,

Hermina

Hemina - i have tried this but as mentioned the even though i am not answering the call the call is dispositioning itself as ININ-OUTBOUND-NO-ANSWER and not ININ-OUTBOUND-FAILED-TO-REACH-AGENT. I cannot select this option from the drop down below.

is it possible to add the ININ-OUTBOUND-NO-ANSWER to this list at all ?.

Hi Richard,

I think the following should cover it:

In the Rule Set you'd need to set up a Wrap-Up rule with Condition >> System Disposition.

Here you can add ININ-OUTBOUND-FAILED-TO-REACH-AGENT. 

Details on meaning of the ININ-OUTBOUND system dipositions can be found here: https://help.mypurecloud.com/articles/wrap-up-codes-assigned-by-outbound-dialing/

Then in your actions you'd choose Schedule Callback >> set this to 4320 minutes from now (this should be 72 hours).
Another action that you should add here is to update a custom column in your contact list with for example Abandoned.

You might also want to add another rule for ININ-OUTBOUND-DISCONNECT.

Then in the same Rule Set you can add a Pre-Call Rule that checks for the value in this custom column exists. 
So Custom Column is (or contains) Abandoned.

Then add another condition with checks for Last Attempt Overall is later than 72 hours.

And then add an action to  Switch the call to Preview.

This should cover the ofCom rule of not calling within 72 hours AND making sure there is an availble agent to dial them. 

Hope this helps!

Cheers Hermina

Darryn,

i am in the UK and need to ensure that a nuisance call is not called back for 72 hours. Do I need to set something up in Rule Management like the file attached or do i need to do something different ?. As soon as the outbound call connects the customer receives a recorded message stating the purpose of the call and then they are asked to press 1 to connect the call and therefore i need something which will see when the customer doesn't answer the call or disconnects the call however neither are in the disposition list in the rule management section of the attachment. Your help and advice on how to configure would be appreciated.

I would like to speak with someone who has experience with outbound dialer.  We are trying to have the dialer manage both the # of attempts AND the time in-between attempts (looking for 48-72 hours between attempts with a maximum of 6 attempts per record).   Apparently, this is not inherent in the software but I hear with some effort we can automate this function.   Can you explain how this can be accomplished?

Hermina - yes sorted that now and it wasn't working however i had realised i hadn't added the Rule Sets to the campaign however when i have and ran the campaign it isn't dialling the numbers. Many thanks for your help.

Hi Richard,

Sorry for causing confusion! You need to set up the reschedule rule in Rules:

Once you choose No Answer here you can then set up your Actions, such as reschedule for 72 hours like you did earlier in the document you attached 

hope this helps!

Cheers Hermina

Hermina - is this in the section outlined below

i have also set up the following 

does that look right and will it work ?

If you need to reschedule a No Answer wrap up to 72 hours in the future you will need to set up a rule to do this.(in this case choose No Answer under Call analysis and set up the rule)

Hermina - I am running the campaign in progressive mode and have 3 records in the list. When I start the campaign the first mobile rings and I am not answering the call and it disconnects after 22s. When I do this with the other records and don't answer the call I get the ININ-OUTBOUND-NO-ANSWER disposition code displayed in the wrap up code section of Workspace. As this has not connected to an agent they cannot enter a wrap up code.

If I start the campaign and then answer the call but still don't connect to an agent I get the  ININ-OUTBOUND-TRANSFERRED-TO FLOW disposition code and because the call has terminated before reaching the agent they cannot set a wrap code.

What do I need to do to ensue that if I get the ININ-OUTBOUND-NO-ANSWER disposition code that the customer is not called back for 72 hours as your previous response suggests I don't need to carry out any of the steps outlined in your post.

HI Richard,

No Answer is under Call Analysis in the rules.

But can you please describe your scenario here?

In my test (automated campaign) if dialer dials out and the customer does not answer, you will receive a no answer disposition. As far as I remember, this doesn't require steps outlined in your document and my post.
If the customer does answer and the agent doesn't pick up you will receive ININ-OUTBOUND-FAILED-TO-REACH-AGENT.

Cheers,

Hermina

Hemina - i have tried this but as mentioned the even though i am not answering the call the call is dispositioning itself as ININ-OUTBOUND-NO-ANSWER and not ININ-OUTBOUND-FAILED-TO-REACH-AGENT. I cannot select this option from the drop down below.

is it possible to add the ININ-OUTBOUND-NO-ANSWER to this list at all ?.

Hi Richard,

I think the following should cover it:

In the Rule Set you'd need to set up a Wrap-Up rule with Condition >> System Disposition.

Here you can add ININ-OUTBOUND-FAILED-TO-REACH-AGENT. 

Details on meaning of the ININ-OUTBOUND system dipositions can be found here: https://help.mypurecloud.com/articles/wrap-up-codes-assigned-by-outbound-dialing/

Then in your actions you'd choose Schedule Callback >> set this to 4320 minutes from now (this should be 72 hours).
Another action that you should add here is to update a custom column in your contact list with for example Abandoned.

You might also want to add another rule for ININ-OUTBOUND-DISCONNECT.

Then in the same Rule Set you can add a Pre-Call Rule that checks for the value in this custom column exists. 
So Custom Column is (or contains) Abandoned.

Then add another condition with checks for Last Attempt Overall is later than 72 hours.

And then add an action to  Switch the call to Preview.

This should cover the ofCom rule of not calling within 72 hours AND making sure there is an availble agent to dial them. 

Hope this helps!

Cheers Hermina

Darryn,

i am in the UK and need to ensure that a nuisance call is not called back for 72 hours. Do I need to set something up in Rule Management like the file attached or do i need to do something different ?. As soon as the outbound call connects the customer receives a recorded message stating the purpose of the call and then they are asked to press 1 to connect the call and therefore i need something which will see when the customer doesn't answer the call or disconnects the call however neither are in the disposition list in the rule management section of the attachment. Your help and advice on how to configure would be appreciated.

I would like to speak with someone who has experience with outbound dialer.  We are trying to have the dialer manage both the # of attempts AND the time in-between attempts (looking for 48-72 hours between attempts with a maximum of 6 attempts per record).   Apparently, this is not inherent in the software but I hear with some effort we can automate this function.   Can you explain how this can be accomplished?

Awesome! :-)

Hermina - yes sorted that now and it wasn't working however i had realised i hadn't added the Rule Sets to the campaign however when i have and ran the campaign it isn't dialling the numbers. Many thanks for your help.

Hi Richard,

Sorry for causing confusion! You need to set up the reschedule rule in Rules:

Once you choose No Answer here you can then set up your Actions, such as reschedule for 72 hours like you did earlier in the document you attached 

hope this helps!

Cheers Hermina

Hermina - is this in the section outlined below

i have also set up the following 

does that look right and will it work ?

If you need to reschedule a No Answer wrap up to 72 hours in the future you will need to set up a rule to do this.(in this case choose No Answer under Call analysis and set up the rule)

Hermina - I am running the campaign in progressive mode and have 3 records in the list. When I start the campaign the first mobile rings and I am not answering the call and it disconnects after 22s. When I do this with the other records and don't answer the call I get the ININ-OUTBOUND-NO-ANSWER disposition code displayed in the wrap up code section of Workspace. As this has not connected to an agent they cannot enter a wrap up code.

If I start the campaign and then answer the call but still don't connect to an agent I get the  ININ-OUTBOUND-TRANSFERRED-TO FLOW disposition code and because the call has terminated before reaching the agent they cannot set a wrap code.

What do I need to do to ensue that if I get the ININ-OUTBOUND-NO-ANSWER disposition code that the customer is not called back for 72 hours as your previous response suggests I don't need to carry out any of the steps outlined in your post.

HI Richard,

No Answer is under Call Analysis in the rules.

But can you please describe your scenario here?

In my test (automated campaign) if dialer dials out and the customer does not answer, you will receive a no answer disposition. As far as I remember, this doesn't require steps outlined in your document and my post.
If the customer does answer and the agent doesn't pick up you will receive ININ-OUTBOUND-FAILED-TO-REACH-AGENT.

Cheers,

Hermina

Hemina - i have tried this but as mentioned the even though i am not answering the call the call is dispositioning itself as ININ-OUTBOUND-NO-ANSWER and not ININ-OUTBOUND-FAILED-TO-REACH-AGENT. I cannot select this option from the drop down below.

is it possible to add the ININ-OUTBOUND-NO-ANSWER to this list at all ?.

Hi Richard,

I think the following should cover it:

In the Rule Set you'd need to set up a Wrap-Up rule with Condition >> System Disposition.

Here you can add ININ-OUTBOUND-FAILED-TO-REACH-AGENT. 

Details on meaning of the ININ-OUTBOUND system dipositions can be found here: https://help.mypurecloud.com/articles/wrap-up-codes-assigned-by-outbound-dialing/

Then in your actions you'd choose Schedule Callback >> set this to 4320 minutes from now (this should be 72 hours).
Another action that you should add here is to update a custom column in your contact list with for example Abandoned.

You might also want to add another rule for ININ-OUTBOUND-DISCONNECT.

Then in the same Rule Set you can add a Pre-Call Rule that checks for the value in this custom column exists. 
So Custom Column is (or contains) Abandoned.

Then add another condition with checks for Last Attempt Overall is later than 72 hours.

And then add an action to  Switch the call to Preview.

This should cover the ofCom rule of not calling within 72 hours AND making sure there is an availble agent to dial them. 

Hope this helps!

Cheers Hermina

Darryn,

i am in the UK and need to ensure that a nuisance call is not called back for 72 hours. Do I need to set something up in Rule Management like the file attached or do i need to do something different ?. As soon as the outbound call connects the customer receives a recorded message stating the purpose of the call and then they are asked to press 1 to connect the call and therefore i need something which will see when the customer doesn't answer the call or disconnects the call however neither are in the disposition list in the rule management section of the attachment. Your help and advice on how to configure would be appreciated.

I would like to speak with someone who has experience with outbound dialer.  We are trying to have the dialer manage both the # of attempts AND the time in-between attempts (looking for 48-72 hours between attempts with a maximum of 6 attempts per record).   Apparently, this is not inherent in the software but I hear with some effort we can automate this function.   Can you explain how this can be accomplished?

Hermina -This still doesn't look like it is working. I have set up the following:

Which is the the reschedule rules you referred to in your post and also the schedule callback for 72hrs. I have also added the following:

is this required or is the first rule only required ?. 

I have made sure that the rule is associated with the calling list as below.

And Added the Rule management to the Campaign Management

So when i run the campaign the first time i am getting the following outputs in Workspace

When the list is called after that i am getting the following output.

Does that look right ?. 

I assumed it had worked last time as the records didn't dial after the initial run however i was anticipating that after the 72 hours had elapsed that the list would start dialling the numbers again when i ran the list however this did not happen.

Awesome! :-)

Hermina - yes sorted that now and it wasn't working however i had realised i hadn't added the Rule Sets to the campaign however when i have and ran the campaign it isn't dialling the numbers. Many thanks for your help.

Hi Richard,

Sorry for causing confusion! You need to set up the reschedule rule in Rules:

Once you choose No Answer here you can then set up your Actions, such as reschedule for 72 hours like you did earlier in the document you attached 

hope this helps!

Cheers Hermina

Hermina - is this in the section outlined below

i have also set up the following 

does that look right and will it work ?

If you need to reschedule a No Answer wrap up to 72 hours in the future you will need to set up a rule to do this.(in this case choose No Answer under Call analysis and set up the rule)

Hermina - I am running the campaign in progressive mode and have 3 records in the list. When I start the campaign the first mobile rings and I am not answering the call and it disconnects after 22s. When I do this with the other records and don't answer the call I get the ININ-OUTBOUND-NO-ANSWER disposition code displayed in the wrap up code section of Workspace. As this has not connected to an agent they cannot enter a wrap up code.

If I start the campaign and then answer the call but still don't connect to an agent I get the  ININ-OUTBOUND-TRANSFERRED-TO FLOW disposition code and because the call has terminated before reaching the agent they cannot set a wrap code.

What do I need to do to ensue that if I get the ININ-OUTBOUND-NO-ANSWER disposition code that the customer is not called back for 72 hours as your previous response suggests I don't need to carry out any of the steps outlined in your post.

HI Richard,

No Answer is under Call Analysis in the rules.

But can you please describe your scenario here?

In my test (automated campaign) if dialer dials out and the customer does not answer, you will receive a no answer disposition. As far as I remember, this doesn't require steps outlined in your document and my post.
If the customer does answer and the agent doesn't pick up you will receive ININ-OUTBOUND-FAILED-TO-REACH-AGENT.

Cheers,

Hermina

Hemina - i have tried this but as mentioned the even though i am not answering the call the call is dispositioning itself as ININ-OUTBOUND-NO-ANSWER and not ININ-OUTBOUND-FAILED-TO-REACH-AGENT. I cannot select this option from the drop down below.

is it possible to add the ININ-OUTBOUND-NO-ANSWER to this list at all ?.

Hi Richard,

I think the following should cover it:

In the Rule Set you'd need to set up a Wrap-Up rule with Condition >> System Disposition.

Here you can add ININ-OUTBOUND-FAILED-TO-REACH-AGENT. 

Details on meaning of the ININ-OUTBOUND system dipositions can be found here: https://help.mypurecloud.com/articles/wrap-up-codes-assigned-by-outbound-dialing/

Then in your actions you'd choose Schedule Callback >> set this to 4320 minutes from now (this should be 72 hours).
Another action that you should add here is to update a custom column in your contact list with for example Abandoned.

You might also want to add another rule for ININ-OUTBOUND-DISCONNECT.

Then in the same Rule Set you can add a Pre-Call Rule that checks for the value in this custom column exists. 
So Custom Column is (or contains) Abandoned.

Then add another condition with checks for Last Attempt Overall is later than 72 hours.

And then add an action to  Switch the call to Preview.

This should cover the ofCom rule of not calling within 72 hours AND making sure there is an availble agent to dial them. 

Hope this helps!

Cheers Hermina

Darryn,

i am in the UK and need to ensure that a nuisance call is not called back for 72 hours. Do I need to set something up in Rule Management like the file attached or do i need to do something different ?. As soon as the outbound call connects the customer receives a recorded message stating the purpose of the call and then they are asked to press 1 to connect the call and therefore i need something which will see when the customer doesn't answer the call or disconnects the call however neither are in the disposition list in the rule management section of the attachment. Your help and advice on how to configure would be appreciated.

I would like to speak with someone who has experience with outbound dialer.  We are trying to have the dialer manage both the # of attempts AND the time in-between attempts (looking for 48-72 hours between attempts with a maximum of 6 attempts per record).   Apparently, this is not inherent in the software but I hear with some effort we can automate this function.   Can you explain how this can be accomplished?

Awesome! :-)

Hermina - yes sorted that now and it wasn't working however i had realised i hadn't added the Rule Sets to the campaign however when i have and ran the campaign it isn't dialling the numbers. Many thanks for your help.

Hi Richard,

Sorry for causing confusion! You need to set up the reschedule rule in Rules:

Once you choose No Answer here you can then set up your Actions, such as reschedule for 72 hours like you did earlier in the document you attached 

hope this helps!

Cheers Hermina

Hermina - is this in the section outlined below

i have also set up the following 

does that look right and will it work ?

If you need to reschedule a No Answer wrap up to 72 hours in the future you will need to set up a rule to do this.(in this case choose No Answer under Call analysis and set up the rule)

Hermina - I am running the campaign in progressive mode and have 3 records in the list. When I start the campaign the first mobile rings and I am not answering the call and it disconnects after 22s. When I do this with the other records and don't answer the call I get the ININ-OUTBOUND-NO-ANSWER disposition code displayed in the wrap up code section of Workspace. As this has not connected to an agent they cannot enter a wrap up code.

If I start the campaign and then answer the call but still don't connect to an agent I get the  ININ-OUTBOUND-TRANSFERRED-TO FLOW disposition code and because the call has terminated before reaching the agent they cannot set a wrap code.

What do I need to do to ensue that if I get the ININ-OUTBOUND-NO-ANSWER disposition code that the customer is not called back for 72 hours as your previous response suggests I don't need to carry out any of the steps outlined in your post.

HI Richard,

No Answer is under Call Analysis in the rules.

But can you please describe your scenario here?

In my test (automated campaign) if dialer dials out and the customer does not answer, you will receive a no answer disposition. As far as I remember, this doesn't require steps outlined in your document and my post.
If the customer does answer and the agent doesn't pick up you will receive ININ-OUTBOUND-FAILED-TO-REACH-AGENT.

Cheers,

Hermina

Hemina - i have tried this but as mentioned the even though i am not answering the call the call is dispositioning itself as ININ-OUTBOUND-NO-ANSWER and not ININ-OUTBOUND-FAILED-TO-REACH-AGENT. I cannot select this option from the drop down below.

is it possible to add the ININ-OUTBOUND-NO-ANSWER to this list at all ?.

Hi Richard,

I think the following should cover it:

In the Rule Set you'd need to set up a Wrap-Up rule with Condition >> System Disposition.

Here you can add ININ-OUTBOUND-FAILED-TO-REACH-AGENT. 

Details on meaning of the ININ-OUTBOUND system dipositions can be found here: https://help.mypurecloud.com/articles/wrap-up-codes-assigned-by-outbound-dialing/

Then in your actions you'd choose Schedule Callback >> set this to 4320 minutes from now (this should be 72 hours).
Another action that you should add here is to update a custom column in your contact list with for example Abandoned.

You might also want to add another rule for ININ-OUTBOUND-DISCONNECT.

Then in the same Rule Set you can add a Pre-Call Rule that checks for the value in this custom column exists. 
So Custom Column is (or contains) Abandoned.

Then add another condition with checks for Last Attempt Overall is later than 72 hours.

And then add an action to  Switch the call to Preview.

This should cover the ofCom rule of not calling within 72 hours AND making sure there is an availble agent to dial them. 

Hope this helps!

Cheers Hermina

Darryn,

i am in the UK and need to ensure that a nuisance call is not called back for 72 hours. Do I need to set something up in Rule Management like the file attached or do i need to do something different ?. As soon as the outbound call connects the customer receives a recorded message stating the purpose of the call and then they are asked to press 1 to connect the call and therefore i need something which will see when the customer doesn't answer the call or disconnects the call however neither are in the disposition list in the rule management section of the attachment. Your help and advice on how to configure would be appreciated.

I would like to speak with someone who has experience with outbound dialer.  We are trying to have the dialer manage both the # of attempts AND the time in-between attempts (looking for 48-72 hours between attempts with a maximum of 6 attempts per record).   Apparently, this is not inherent in the software but I hear with some effort we can automate this function.   Can you explain how this can be accomplished?

This still isn't working and im not sure why . I have done the following which is correct however it is still dialling the calls every other time.

Hermina -This still doesn't look like it is working. I have set up the following:

Which is the the reschedule rules you referred to in your post and also the schedule callback for 72hrs. I have also added the following:

is this required or is the first rule only required ?. 

I have made sure that the rule is associated with the calling list as below.

And Added the Rule management to the Campaign Management

So when i run the campaign the first time i am getting the following outputs in Workspace

When the list is called after that i am getting the following output.

Does that look right ?. 

I assumed it had worked last time as the records didn't dial after the initial run however i was anticipating that after the 72 hours had elapsed that the list would start dialling the numbers again when i ran the list however this did not happen.

Awesome! :-)

Hermina - yes sorted that now and it wasn't working however i had realised i hadn't added the Rule Sets to the campaign however when i have and ran the campaign it isn't dialling the numbers. Many thanks for your help.

Hi Richard,

Sorry for causing confusion! You need to set up the reschedule rule in Rules:

Once you choose No Answer here you can then set up your Actions, such as reschedule for 72 hours like you did earlier in the document you attached 

hope this helps!

Cheers Hermina

Hermina - is this in the section outlined below

i have also set up the following 

does that look right and will it work ?

If you need to reschedule a No Answer wrap up to 72 hours in the future you will need to set up a rule to do this.(in this case choose No Answer under Call analysis and set up the rule)

Hermina - I am running the campaign in progressive mode and have 3 records in the list. When I start the campaign the first mobile rings and I am not answering the call and it disconnects after 22s. When I do this with the other records and don't answer the call I get the ININ-OUTBOUND-NO-ANSWER disposition code displayed in the wrap up code section of Workspace. As this has not connected to an agent they cannot enter a wrap up code.

If I start the campaign and then answer the call but still don't connect to an agent I get the  ININ-OUTBOUND-TRANSFERRED-TO FLOW disposition code and because the call has terminated before reaching the agent they cannot set a wrap code.

What do I need to do to ensue that if I get the ININ-OUTBOUND-NO-ANSWER disposition code that the customer is not called back for 72 hours as your previous response suggests I don't need to carry out any of the steps outlined in your post.

HI Richard,

No Answer is under Call Analysis in the rules.

But can you please describe your scenario here?

In my test (automated campaign) if dialer dials out and the customer does not answer, you will receive a no answer disposition. As far as I remember, this doesn't require steps outlined in your document and my post.
If the customer does answer and the agent doesn't pick up you will receive ININ-OUTBOUND-FAILED-TO-REACH-AGENT.

Cheers,

Hermina

Hemina - i have tried this but as mentioned the even though i am not answering the call the call is dispositioning itself as ININ-OUTBOUND-NO-ANSWER and not ININ-OUTBOUND-FAILED-TO-REACH-AGENT. I cannot select this option from the drop down below.

is it possible to add the ININ-OUTBOUND-NO-ANSWER to this list at all ?.

Hi Richard,

I think the following should cover it:

In the Rule Set you'd need to set up a Wrap-Up rule with Condition >> System Disposition.

Here you can add ININ-OUTBOUND-FAILED-TO-REACH-AGENT. 

Details on meaning of the ININ-OUTBOUND system dipositions can be found here: https://help.mypurecloud.com/articles/wrap-up-codes-assigned-by-outbound-dialing/

Then in your actions you'd choose Schedule Callback >> set this to 4320 minutes from now (this should be 72 hours).
Another action that you should add here is to update a custom column in your contact list with for example Abandoned.

You might also want to add another rule for ININ-OUTBOUND-DISCONNECT.

Then in the same Rule Set you can add a Pre-Call Rule that checks for the value in this custom column exists. 
So Custom Column is (or contains) Abandoned.

Then add another condition with checks for Last Attempt Overall is later than 72 hours.

And then add an action to  Switch the call to Preview.

This should cover the ofCom rule of not calling within 72 hours AND making sure there is an availble agent to dial them. 

Hope this helps!

Cheers Hermina

Darryn,

i am in the UK and need to ensure that a nuisance call is not called back for 72 hours. Do I need to set something up in Rule Management like the file attached or do i need to do something different ?. As soon as the outbound call connects the customer receives a recorded message stating the purpose of the call and then they are asked to press 1 to connect the call and therefore i need something which will see when the customer doesn't answer the call or disconnects the call however neither are in the disposition list in the rule management section of the attachment. Your help and advice on how to configure would be appreciated.

I would like to speak with someone who has experience with outbound dialer.  We are trying to have the dialer manage both the # of attempts AND the time in-between attempts (looking for 48-72 hours between attempts with a maximum of 6 attempts per record).   Apparently, this is not inherent in the software but I hear with some effort we can automate this function.   Can you explain how this can be accomplished?

Hi Richard,

In the first rule in the screenshot below I don't see an update to custom coulmn Abandon. And you are checking for this value in your second rule. I think this might be the reason why. 

This still isn't working and im not sure why . I have done the following which is correct however it is still dialling the calls every other time.

Hermina -This still doesn't look like it is working. I have set up the following:

Which is the the reschedule rules you referred to in your post and also the schedule callback for 72hrs. I have also added the following:

is this required or is the first rule only required ?. 

I have made sure that the rule is associated with the calling list as below.

And Added the Rule management to the Campaign Management

So when i run the campaign the first time i am getting the following outputs in Workspace

When the list is called after that i am getting the following output.

Does that look right ?. 

I assumed it had worked last time as the records didn't dial after the initial run however i was anticipating that after the 72 hours had elapsed that the list would start dialling the numbers again when i ran the list however this did not happen.

Awesome! :-)

Hermina - yes sorted that now and it wasn't working however i had realised i hadn't added the Rule Sets to the campaign however when i have and ran the campaign it isn't dialling the numbers. Many thanks for your help.

Hi Richard,

Sorry for causing confusion! You need to set up the reschedule rule in Rules:

Once you choose No Answer here you can then set up your Actions, such as reschedule for 72 hours like you did earlier in the document you attached 

hope this helps!

Cheers Hermina

Hermina - is this in the section outlined below

i have also set up the following 

does that look right and will it work ?

If you need to reschedule a No Answer wrap up to 72 hours in the future you will need to set up a rule to do this.(in this case choose No Answer under Call analysis and set up the rule)

Hermina - I am running the campaign in progressive mode and have 3 records in the list. When I start the campaign the first mobile rings and I am not answering the call and it disconnects after 22s. When I do this with the other records and don't answer the call I get the ININ-OUTBOUND-NO-ANSWER disposition code displayed in the wrap up code section of Workspace. As this has not connected to an agent they cannot enter a wrap up code.

If I start the campaign and then answer the call but still don't connect to an agent I get the  ININ-OUTBOUND-TRANSFERRED-TO FLOW disposition code and because the call has terminated before reaching the agent they cannot set a wrap code.

What do I need to do to ensue that if I get the ININ-OUTBOUND-NO-ANSWER disposition code that the customer is not called back for 72 hours as your previous response suggests I don't need to carry out any of the steps outlined in your post.

HI Richard,

No Answer is under Call Analysis in the rules.

But can you please describe your scenario here?

In my test (automated campaign) if dialer dials out and the customer does not answer, you will receive a no answer disposition. As far as I remember, this doesn't require steps outlined in your document and my post.
If the customer does answer and the agent doesn't pick up you will receive ININ-OUTBOUND-FAILED-TO-REACH-AGENT.

Cheers,

Hermina

Hemina - i have tried this but as mentioned the even though i am not answering the call the call is dispositioning itself as ININ-OUTBOUND-NO-ANSWER and not ININ-OUTBOUND-FAILED-TO-REACH-AGENT. I cannot select this option from the drop down below.

is it possible to add the ININ-OUTBOUND-NO-ANSWER to this list at all ?.

Hi Richard,

I think the following should cover it:

In the Rule Set you'd need to set up a Wrap-Up rule with Condition >> System Disposition.

Here you can add ININ-OUTBOUND-FAILED-TO-REACH-AGENT. 

Details on meaning of the ININ-OUTBOUND system dipositions can be found here: https://help.mypurecloud.com/articles/wrap-up-codes-assigned-by-outbound-dialing/

Then in your actions you'd choose Schedule Callback >> set this to 4320 minutes from now (this should be 72 hours).
Another action that you should add here is to update a custom column in your contact list with for example Abandoned.

You might also want to add another rule for ININ-OUTBOUND-DISCONNECT.

Then in the same Rule Set you can add a Pre-Call Rule that checks for the value in this custom column exists. 
So Custom Column is (or contains) Abandoned.

Then add another condition with checks for Last Attempt Overall is later than 72 hours.

And then add an action to  Switch the call to Preview.

This should cover the ofCom rule of not calling within 72 hours AND making sure there is an availble agent to dial them. 

Hope this helps!

Cheers Hermina

Darryn,

i am in the UK and need to ensure that a nuisance call is not called back for 72 hours. Do I need to set something up in Rule Management like the file attached or do i need to do something different ?. As soon as the outbound call connects the customer receives a recorded message stating the purpose of the call and then they are asked to press 1 to connect the call and therefore i need something which will see when the customer doesn't answer the call or disconnects the call however neither are in the disposition list in the rule management section of the attachment. Your help and advice on how to configure would be appreciated.

I would like to speak with someone who has experience with outbound dialer.  We are trying to have the dialer manage both the # of attempts AND the time in-between attempts (looking for 48-72 hours between attempts with a maximum of 6 attempts per record).   Apparently, this is not inherent in the software but I hear with some effort we can automate this function.   Can you explain how this can be accomplished?

Hermina - So something like this ?.

Hi Richard,

In the first rule in the screenshot below I don't see an update to custom coulmn Abandon. And you are checking for this value in your second rule. I think this might be the reason why. 

This still isn't working and im not sure why . I have done the following which is correct however it is still dialling the calls every other time.

Hermina -This still doesn't look like it is working. I have set up the following:

Which is the the reschedule rules you referred to in your post and also the schedule callback for 72hrs. I have also added the following:

is this required or is the first rule only required ?. 

I have made sure that the rule is associated with the calling list as below.

And Added the Rule management to the Campaign Management

So when i run the campaign the first time i am getting the following outputs in Workspace

When the list is called after that i am getting the following output.

Does that look right ?. 

I assumed it had worked last time as the records didn't dial after the initial run however i was anticipating that after the 72 hours had elapsed that the list would start dialling the numbers again when i ran the list however this did not happen.

Awesome! :-)

Hermina - yes sorted that now and it wasn't working however i had realised i hadn't added the Rule Sets to the campaign however when i have and ran the campaign it isn't dialling the numbers. Many thanks for your help.

Hi Richard,

Sorry for causing confusion! You need to set up the reschedule rule in Rules:

Once you choose No Answer here you can then set up your Actions, such as reschedule for 72 hours like you did earlier in the document you attached 

hope this helps!

Cheers Hermina

Hermina - is this in the section outlined below

i have also set up the following 

does that look right and will it work ?

If you need to reschedule a No Answer wrap up to 72 hours in the future you will need to set up a rule to do this.(in this case choose No Answer under Call analysis and set up the rule)

Hermina - I am running the campaign in progressive mode and have 3 records in the list. When I start the campaign the first mobile rings and I am not answering the call and it disconnects after 22s. When I do this with the other records and don't answer the call I get the ININ-OUTBOUND-NO-ANSWER disposition code displayed in the wrap up code section of Workspace. As this has not connected to an agent they cannot enter a wrap up code.

If I start the campaign and then answer the call but still don't connect to an agent I get the  ININ-OUTBOUND-TRANSFERRED-TO FLOW disposition code and because the call has terminated before reaching the agent they cannot set a wrap code.

What do I need to do to ensue that if I get the ININ-OUTBOUND-NO-ANSWER disposition code that the customer is not called back for 72 hours as your previous response suggests I don't need to carry out any of the steps outlined in your post.

HI Richard,

No Answer is under Call Analysis in the rules.

But can you please describe your scenario here?

In my test (automated campaign) if dialer dials out and the customer does not answer, you will receive a no answer disposition. As far as I remember, this doesn't require steps outlined in your document and my post.
If the customer does answer and the agent doesn't pick up you will receive ININ-OUTBOUND-FAILED-TO-REACH-AGENT.

Cheers,

Hermina

Hemina - i have tried this but as mentioned the even though i am not answering the call the call is dispositioning itself as ININ-OUTBOUND-NO-ANSWER and not ININ-OUTBOUND-FAILED-TO-REACH-AGENT. I cannot select this option from the drop down below.

is it possible to add the ININ-OUTBOUND-NO-ANSWER to this list at all ?.

Hi Richard,

I think the following should cover it:

In the Rule Set you'd need to set up a Wrap-Up rule with Condition >> System Disposition.

Here you can add ININ-OUTBOUND-FAILED-TO-REACH-AGENT. 

Details on meaning of the ININ-OUTBOUND system dipositions can be found here: https://help.mypurecloud.com/articles/wrap-up-codes-assigned-by-outbound-dialing/

Then in your actions you'd choose Schedule Callback >> set this to 4320 minutes from now (this should be 72 hours).
Another action that you should add here is to update a custom column in your contact list with for example Abandoned.

You might also want to add another rule for ININ-OUTBOUND-DISCONNECT.

Then in the same Rule Set you can add a Pre-Call Rule that checks for the value in this custom column exists. 
So Custom Column is (or contains) Abandoned.

Then add another condition with checks for Last Attempt Overall is later than 72 hours.

And then add an action to  Switch the call to Preview.

This should cover the ofCom rule of not calling within 72 hours AND making sure there is an availble agent to dial them. 

Hope this helps!

Cheers Hermina

Darryn,

i am in the UK and need to ensure that a nuisance call is not called back for 72 hours. Do I need to set something up in Rule Management like the file attached or do i need to do something different ?. As soon as the outbound call connects the customer receives a recorded message stating the purpose of the call and then they are asked to press 1 to connect the call and therefore i need something which will see when the customer doesn't answer the call or disconnects the call however neither are in the disposition list in the rule management section of the attachment. Your help and advice on how to configure would be appreciated.

I would like to speak with someone who has experience with outbound dialer.  We are trying to have the dialer manage both the # of attempts AND the time in-between attempts (looking for 48-72 hours between attempts with a maximum of 6 attempts per record).   Apparently, this is not inherent in the software but I hear with some effort we can automate this function.   Can you explain how this can be accomplished?

Can you leave the Condition in the rule as it was and set your Actions to this:

Hermina - So something like this ?.

Hi Richard,

In the first rule in the screenshot below I don't see an update to custom coulmn Abandon. And you are checking for this value in your second rule. I think this might be the reason why. 

This still isn't working and im not sure why . I have done the following which is correct however it is still dialling the calls every other time.

Hermina -This still doesn't look like it is working. I have set up the following:

Which is the the reschedule rules you referred to in your post and also the schedule callback for 72hrs. I have also added the following:

is this required or is the first rule only required ?. 

I have made sure that the rule is associated with the calling list as below.

And Added the Rule management to the Campaign Management

So when i run the campaign the first time i am getting the following outputs in Workspace

When the list is called after that i am getting the following output.

Does that look right ?. 

I assumed it had worked last time as the records didn't dial after the initial run however i was anticipating that after the 72 hours had elapsed that the list would start dialling the numbers again when i ran the list however this did not happen.

Awesome! :-)

Hermina - yes sorted that now and it wasn't working however i had realised i hadn't added the Rule Sets to the campaign however when i have and ran the campaign it isn't dialling the numbers. Many thanks for your help.

Hi Richard,

Sorry for causing confusion! You need to set up the reschedule rule in Rules:

Once you choose No Answer here you can then set up your Actions, such as reschedule for 72 hours like you did earlier in the document you attached 

hope this helps!

Cheers Hermina

Hermina - is this in the section outlined below

i have also set up the following 

does that look right and will it work ?

If you need to reschedule a No Answer wrap up to 72 hours in the future you will need to set up a rule to do this.(in this case choose No Answer under Call analysis and set up the rule)

Hermina - I am running the campaign in progressive mode and have 3 records in the list. When I start the campaign the first mobile rings and I am not answering the call and it disconnects after 22s. When I do this with the other records and don't answer the call I get the ININ-OUTBOUND-NO-ANSWER disposition code displayed in the wrap up code section of Workspace. As this has not connected to an agent they cannot enter a wrap up code.

If I start the campaign and then answer the call but still don't connect to an agent I get the  ININ-OUTBOUND-TRANSFERRED-TO FLOW disposition code and because the call has terminated before reaching the agent they cannot set a wrap code.

What do I need to do to ensue that if I get the ININ-OUTBOUND-NO-ANSWER disposition code that the customer is not called back for 72 hours as your previous response suggests I don't need to carry out any of the steps outlined in your post.

HI Richard,

No Answer is under Call Analysis in the rules.

But can you please describe your scenario here?

In my test (automated campaign) if dialer dials out and the customer does not answer, you will receive a no answer disposition. As far as I remember, this doesn't require steps outlined in your document and my post.
If the customer does answer and the agent doesn't pick up you will receive ININ-OUTBOUND-FAILED-TO-REACH-AGENT.

Cheers,

Hermina

Hemina - i have tried this but as mentioned the even though i am not answering the call the call is dispositioning itself as ININ-OUTBOUND-NO-ANSWER and not ININ-OUTBOUND-FAILED-TO-REACH-AGENT. I cannot select this option from the drop down below.

is it possible to add the ININ-OUTBOUND-NO-ANSWER to this list at all ?.

Hi Richard,

I think the following should cover it:

In the Rule Set you'd need to set up a Wrap-Up rule with Condition >> System Disposition.

Here you can add ININ-OUTBOUND-FAILED-TO-REACH-AGENT. 

Details on meaning of the ININ-OUTBOUND system dipositions can be found here: https://help.mypurecloud.com/articles/wrap-up-codes-assigned-by-outbound-dialing/

Then in your actions you'd choose Schedule Callback >> set this to 4320 minutes from now (this should be 72 hours).
Another action that you should add here is to update a custom column in your contact list with for example Abandoned.

You might also want to add another rule for ININ-OUTBOUND-DISCONNECT.

Then in the same Rule Set you can add a Pre-Call Rule that checks for the value in this custom column exists. 
So Custom Column is (or contains) Abandoned.

Then add another condition with checks for Last Attempt Overall is later than 72 hours.

And then add an action to  Switch the call to Preview.

This should cover the ofCom rule of not calling within 72 hours AND making sure there is an availble agent to dial them. 

Hope this helps!

Cheers Hermina

Darryn,

i am in the UK and need to ensure that a nuisance call is not called back for 72 hours. Do I need to set something up in Rule Management like the file attached or do i need to do something different ?. As soon as the outbound call connects the customer receives a recorded message stating the purpose of the call and then they are asked to press 1 to connect the call and therefore i need something which will see when the customer doesn't answer the call or disconnects the call however neither are in the disposition list in the rule management section of the attachment. Your help and advice on how to configure would be appreciated.

I would like to speak with someone who has experience with outbound dialer.  We are trying to have the dialer manage both the # of attempts AND the time in-between attempts (looking for 48-72 hours between attempts with a maximum of 6 attempts per record).   Apparently, this is not inherent in the software but I hear with some effort we can automate this function.   Can you explain how this can be accomplished?

Hermina - yes i have set that as below.

then attached to the other rule i have the following 

is this also required ?.

Can you leave the Condition in the rule as it was and set your Actions to this:

Hermina - So something like this ?.

Hi Richard,

In the first rule in the screenshot below I don't see an update to custom coulmn Abandon. And you are checking for this value in your second rule. I think this might be the reason why. 

This still isn't working and im not sure why . I have done the following which is correct however it is still dialling the calls every other time.

Hermina -This still doesn't look like it is working. I have set up the following:

Which is the the reschedule rules you referred to in your post and also the schedule callback for 72hrs. I have also added the following:

is this required or is the first rule only required ?. 

I have made sure that the rule is associated with the calling list as below.

And Added the Rule management to the Campaign Management

So when i run the campaign the first time i am getting the following outputs in Workspace

When the list is called after that i am getting the following output.

Does that look right ?. 

I assumed it had worked last time as the records didn't dial after the initial run however i was anticipating that after the 72 hours had elapsed that the list would start dialling the numbers again when i ran the list however this did not happen.

Awesome! :-)

Hermina - yes sorted that now and it wasn't working however i had realised i hadn't added the Rule Sets to the campaign however when i have and ran the campaign it isn't dialling the numbers. Many thanks for your help.

Hi Richard,

Sorry for causing confusion! You need to set up the reschedule rule in Rules:

Once you choose No Answer here you can then set up your Actions, such as reschedule for 72 hours like you did earlier in the document you attached 

hope this helps!

Cheers Hermina

Hermina - is this in the section outlined below

i have also set up the following 

does that look right and will it work ?

If you need to reschedule a No Answer wrap up to 72 hours in the future you will need to set up a rule to do this.(in this case choose No Answer under Call analysis and set up the rule)

Hermina - I am running the campaign in progressive mode and have 3 records in the list. When I start the campaign the first mobile rings and I am not answering the call and it disconnects after 22s. When I do this with the other records and don't answer the call I get the ININ-OUTBOUND-NO-ANSWER disposition code displayed in the wrap up code section of Workspace. As this has not connected to an agent they cannot enter a wrap up code.

If I start the campaign and then answer the call but still don't connect to an agent I get the  ININ-OUTBOUND-TRANSFERRED-TO FLOW disposition code and because the call has terminated before reaching the agent they cannot set a wrap code.

What do I need to do to ensue that if I get the ININ-OUTBOUND-NO-ANSWER disposition code that the customer is not called back for 72 hours as your previous response suggests I don't need to carry out any of the steps outlined in your post.

HI Richard,

No Answer is under Call Analysis in the rules.

But can you please describe your scenario here?

In my test (automated campaign) if dialer dials out and the customer does not answer, you will receive a no answer disposition. As far as I remember, this doesn't require steps outlined in your document and my post.
If the customer does answer and the agent doesn't pick up you will receive ININ-OUTBOUND-FAILED-TO-REACH-AGENT.

Cheers,

Hermina

Hemina - i have tried this but as mentioned the even though i am not answering the call the call is dispositioning itself as ININ-OUTBOUND-NO-ANSWER and not ININ-OUTBOUND-FAILED-TO-REACH-AGENT. I cannot select this option from the drop down below.

is it possible to add the ININ-OUTBOUND-NO-ANSWER to this list at all ?.

Hi Richard,

I think the following should cover it:

In the Rule Set you'd need to set up a Wrap-Up rule with Condition >> System Disposition.

Here you can add ININ-OUTBOUND-FAILED-TO-REACH-AGENT. 

Details on meaning of the ININ-OUTBOUND system dipositions can be found here: https://help.mypurecloud.com/articles/wrap-up-codes-assigned-by-outbound-dialing/

Then in your actions you'd choose Schedule Callback >> set this to 4320 minutes from now (this should be 72 hours).
Another action that you should add here is to update a custom column in your contact list with for example Abandoned.

You might also want to add another rule for ININ-OUTBOUND-DISCONNECT.

Then in the same Rule Set you can add a Pre-Call Rule that checks for the value in this custom column exists. 
So Custom Column is (or contains) Abandoned.

Then add another condition with checks for Last Attempt Overall is later than 72 hours.

And then add an action to  Switch the call to Preview.

This should cover the ofCom rule of not calling within 72 hours AND making sure there is an availble agent to dial them. 

Hope this helps!

Cheers Hermina

Darryn,

i am in the UK and need to ensure that a nuisance call is not called back for 72 hours. Do I need to set something up in Rule Management like the file attached or do i need to do something different ?. As soon as the outbound call connects the customer receives a recorded message stating the purpose of the call and then they are asked to press 1 to connect the call and therefore i need something which will see when the customer doesn't answer the call or disconnects the call however neither are in the disposition list in the rule management section of the attachment. Your help and advice on how to configure would be appreciated.

I would like to speak with someone who has experience with outbound dialer.  We are trying to have the dialer manage both the # of attempts AND the time in-between attempts (looking for 48-72 hours between attempts with a maximum of 6 attempts per record).   Apparently, this is not inherent in the software but I hear with some effort we can automate this function.   Can you explain how this can be accomplished?

Can you switch here to In the past?

Hermina - yes i have set that as below.

then attached to the other rule i have the following 

is this also required ?.

Can you leave the Condition in the rule as it was and set your Actions to this:

Hermina - So something like this ?.

Hi Richard,

In the first rule in the screenshot below I don't see an update to custom coulmn Abandon. And you are checking for this value in your second rule. I think this might be the reason why. 

This still isn't working and im not sure why . I have done the following which is correct however it is still dialling the calls every other time.

Hermina -This still doesn't look like it is working. I have set up the following:

Which is the the reschedule rules you referred to in your post and also the schedule callback for 72hrs. I have also added the following:

is this required or is the first rule only required ?. 

I have made sure that the rule is associated with the calling list as below.

And Added the Rule management to the Campaign Management

So when i run the campaign the first time i am getting the following outputs in Workspace

When the list is called after that i am getting the following output.

Does that look right ?. 

I assumed it had worked last time as the records didn't dial after the initial run however i was anticipating that after the 72 hours had elapsed that the list would start dialling the numbers again when i ran the list however this did not happen.

Awesome! :-)

Hermina - yes sorted that now and it wasn't working however i had realised i hadn't added the Rule Sets to the campaign however when i have and ran the campaign it isn't dialling the numbers. Many thanks for your help.

Hi Richard,

Sorry for causing confusion! You need to set up the reschedule rule in Rules:

Once you choose No Answer here you can then set up your Actions, such as reschedule for 72 hours like you did earlier in the document you attached 

hope this helps!

Cheers Hermina

Hermina - is this in the section outlined below

i have also set up the following 

does that look right and will it work ?

If you need to reschedule a No Answer wrap up to 72 hours in the future you will need to set up a rule to do this.(in this case choose No Answer under Call analysis and set up the rule)

Hermina - I am running the campaign in progressive mode and have 3 records in the list. When I start the campaign the first mobile rings and I am not answering the call and it disconnects after 22s. When I do this with the other records and don't answer the call I get the ININ-OUTBOUND-NO-ANSWER disposition code displayed in the wrap up code section of Workspace. As this has not connected to an agent they cannot enter a wrap up code.

If I start the campaign and then answer the call but still don't connect to an agent I get the  ININ-OUTBOUND-TRANSFERRED-TO FLOW disposition code and because the call has terminated before reaching the agent they cannot set a wrap code.

What do I need to do to ensue that if I get the ININ-OUTBOUND-NO-ANSWER disposition code that the customer is not called back for 72 hours as your previous response suggests I don't need to carry out any of the steps outlined in your post.

HI Richard,

No Answer is under Call Analysis in the rules.

But can you please describe your scenario here?

In my test (automated campaign) if dialer dials out and the customer does not answer, you will receive a no answer disposition. As far as I remember, this doesn't require steps outlined in your document and my post.
If the customer does answer and the agent doesn't pick up you will receive ININ-OUTBOUND-FAILED-TO-REACH-AGENT.

Cheers,

Hermina

Hemina - i have tried this but as mentioned the even though i am not answering the call the call is dispositioning itself as ININ-OUTBOUND-NO-ANSWER and not ININ-OUTBOUND-FAILED-TO-REACH-AGENT. I cannot select this option from the drop down below.

is it possible to add the ININ-OUTBOUND-NO-ANSWER to this list at all ?.

Hi Richard,

I think the following should cover it:

In the Rule Set you'd need to set up a Wrap-Up rule with Condition >> System Disposition.

Here you can add ININ-OUTBOUND-FAILED-TO-REACH-AGENT. 

Details on meaning of the ININ-OUTBOUND system dipositions can be found here: https://help.mypurecloud.com/articles/wrap-up-codes-assigned-by-outbound-dialing/

Then in your actions you'd choose Schedule Callback >> set this to 4320 minutes from now (this should be 72 hours).
Another action that you should add here is to update a custom column in your contact list with for example Abandoned.

You might also want to add another rule for ININ-OUTBOUND-DISCONNECT.

Then in the same Rule Set you can add a Pre-Call Rule that checks for the value in this custom column exists. 
So Custom Column is (or contains) Abandoned.

Then add another condition with checks for Last Attempt Overall is later than 72 hours.

And then add an action to  Switch the call to Preview.

This should cover the ofCom rule of not calling within 72 hours AND making sure there is an availble agent to dial them. 

Hope this helps!

Cheers Hermina

Darryn,

i am in the UK and need to ensure that a nuisance call is not called back for 72 hours. Do I need to set something up in Rule Management like the file attached or do i need to do something different ?. As soon as the outbound call connects the customer receives a recorded message stating the purpose of the call and then they are asked to press 1 to connect the call and therefore i need something which will see when the customer doesn't answer the call or disconnects the call however neither are in the disposition list in the rule management section of the attachment. Your help and advice on how to configure would be appreciated.

I would like to speak with someone who has experience with outbound dialer.  We are trying to have the dialer manage both the # of attempts AND the time in-between attempts (looking for 48-72 hours between attempts with a maximum of 6 attempts per record).   Apparently, this is not inherent in the software but I hear with some effort we can automate this function.   Can you explain how this can be accomplished?

Hermina - yes i have done that however when i was doing that i noticed the following errors

is this something to do with the columns in the list i have uploaded ? i have attached it below.

Can you switch here to In the past?

Hermina - yes i have set that as below.

then attached to the other rule i have the following 

is this also required ?.

Can you leave the Condition in the rule as it was and set your Actions to this:

Hermina - So something like this ?.

Hi Richard,

In the first rule in the screenshot below I don't see an update to custom coulmn Abandon. And you are checking for this value in your second rule. I think this might be the reason why. 

This still isn't working and im not sure why . I have done the following which is correct however it is still dialling the calls every other time.

Hermina -This still doesn't look like it is working. I have set up the following:

Which is the the reschedule rules you referred to in your post and also the schedule callback for 72hrs. I have also added the following:

is this required or is the first rule only required ?. 

I have made sure that the rule is associated with the calling list as below.

And Added the Rule management to the Campaign Management

So when i run the campaign the first time i am getting the following outputs in Workspace

When the list is called after that i am getting the following output.

Does that look right ?. 

I assumed it had worked last time as the records didn't dial after the initial run however i was anticipating that after the 72 hours had elapsed that the list would start dialling the numbers again when i ran the list however this did not happen.

Awesome! :-)

Hermina - yes sorted that now and it wasn't working however i had realised i hadn't added the Rule Sets to the campaign however when i have and ran the campaign it isn't dialling the numbers. Many thanks for your help.

Hi Richard,

Sorry for causing confusion! You need to set up the reschedule rule in Rules:

Once you choose No Answer here you can then set up your Actions, such as reschedule for 72 hours like you did earlier in the document you attached 

hope this helps!

Cheers Hermina

Hermina - is this in the section outlined below

i have also set up the following 

does that look right and will it work ?

If you need to reschedule a No Answer wrap up to 72 hours in the future you will need to set up a rule to do this.(in this case choose No Answer under Call analysis and set up the rule)

Hermina - I am running the campaign in progressive mode and have 3 records in the list. When I start the campaign the first mobile rings and I am not answering the call and it disconnects after 22s. When I do this with the other records and don't answer the call I get the ININ-OUTBOUND-NO-ANSWER disposition code displayed in the wrap up code section of Workspace. As this has not connected to an agent they cannot enter a wrap up code.

If I start the campaign and then answer the call but still don't connect to an agent I get the  ININ-OUTBOUND-TRANSFERRED-TO FLOW disposition code and because the call has terminated before reaching the agent they cannot set a wrap code.

What do I need to do to ensue that if I get the ININ-OUTBOUND-NO-ANSWER disposition code that the customer is not called back for 72 hours as your previous response suggests I don't need to carry out any of the steps outlined in your post.

HI Richard,

No Answer is under Call Analysis in the rules.

But can you please describe your scenario here?

In my test (automated campaign) if dialer dials out and the customer does not answer, you will receive a no answer disposition. As far as I remember, this doesn't require steps outlined in your document and my post.
If the customer does answer and the agent doesn't pick up you will receive ININ-OUTBOUND-FAILED-TO-REACH-AGENT.

Cheers,

Hermina

Hemina - i have tried this but as mentioned the even though i am not answering the call the call is dispositioning itself as ININ-OUTBOUND-NO-ANSWER and not ININ-OUTBOUND-FAILED-TO-REACH-AGENT. I cannot select this option from the drop down below.

is it possible to add the ININ-OUTBOUND-NO-ANSWER to this list at all ?.

Hi Richard,

I think the following should cover it:

In the Rule Set you'd need to set up a Wrap-Up rule with Condition >> System Disposition.

Here you can add ININ-OUTBOUND-FAILED-TO-REACH-AGENT. 

Details on meaning of the ININ-OUTBOUND system dipositions can be found here: https://help.mypurecloud.com/articles/wrap-up-codes-assigned-by-outbound-dialing/

Then in your actions you'd choose Schedule Callback >> set this to 4320 minutes from now (this should be 72 hours).
Another action that you should add here is to update a custom column in your contact list with for example Abandoned.

You might also want to add another rule for ININ-OUTBOUND-DISCONNECT.

Then in the same Rule Set you can add a Pre-Call Rule that checks for the value in this custom column exists. 
So Custom Column is (or contains) Abandoned.

Then add another condition with checks for Last Attempt Overall is later than 72 hours.

And then add an action to  Switch the call to Preview.

This should cover the ofCom rule of not calling within 72 hours AND making sure there is an availble agent to dial them. 

Hope this helps!

Cheers Hermina

Darryn,

i am in the UK and need to ensure that a nuisance call is not called back for 72 hours. Do I need to set something up in Rule Management like the file attached or do i need to do something different ?. As soon as the outbound call connects the customer receives a recorded message stating the purpose of the call and then they are asked to press 1 to connect the call and therefore i need something which will see when the customer doesn't answer the call or disconnects the call however neither are in the disposition list in the rule management section of the attachment. Your help and advice on how to configure would be appreciated.

I would like to speak with someone who has experience with outbound dialer.  We are trying to have the dialer manage both the # of attempts AND the time in-between attempts (looking for 48-72 hours between attempts with a maximum of 6 attempts per record).   Apparently, this is not inherent in the software but I hear with some effort we can automate this function.   Can you explain how this can be accomplished?

Hi Richard,

You are getting that warning because there is no contact list is assigned to that rule.

Just for consideration: a No Answer call is a customer not picking up the phone. That is not considered as an abandon.

Abandoned is a call that did not reach the agents because the caller hung up while in the waiting queue or in the IVR. (ofCom look at two options here: 1. Customer picks and you play a message becauset here is no available agent

or 2. Customer picks up and hears silence)

You don't need to classify a No Answer as an abandon. If you want to reschedule No Answer just simply set up this:

If you want to switch a call that was No Answer to preview call (if you are running progressive, power or predicitve) then you can add this pre-call rule:

Once the rules has ran correctly, in Scheduled Callbacks view you will find the record scheduled for 3 days in future so you can check if the rule ran correctly.

Hope this helps.

Cheers Hermina

Hermina - yes i have done that however when i was doing that i noticed the following errors

is this something to do with the columns in the list i have uploaded ? i have attached it below.

Can you switch here to In the past?

Hermina - yes i have set that as below.

then attached to the other rule i have the following 

is this also required ?.

Can you leave the Condition in the rule as it was and set your Actions to this:

Hermina - So something like this ?.

Hi Richard,

In the first rule in the screenshot below I don't see an update to custom coulmn Abandon. And you are checking for this value in your second rule. I think this might be the reason why. 

This still isn't working and im not sure why . I have done the following which is correct however it is still dialling the calls every other time.

Hermina -This still doesn't look like it is working. I have set up the following:

Which is the the reschedule rules you referred to in your post and also the schedule callback for 72hrs. I have also added the following:

is this required or is the first rule only required ?. 

I have made sure that the rule is associated with the calling list as below.

And Added the Rule management to the Campaign Management

So when i run the campaign the first time i am getting the following outputs in Workspace

When the list is called after that i am getting the following output.

Does that look right ?. 

I assumed it had worked last time as the records didn't dial after the initial run however i was anticipating that after the 72 hours had elapsed that the list would start dialling the numbers again when i ran the list however this did not happen.

Awesome! :-)

Hermina - yes sorted that now and it wasn't working however i had realised i hadn't added the Rule Sets to the campaign however when i have and ran the campaign it isn't dialling the numbers. Many thanks for your help.

Hi Richard,

Sorry for causing confusion! You need to set up the reschedule rule in Rules:

Once you choose No Answer here you can then set up your Actions, such as reschedule for 72 hours like you did earlier in the document you attached 

hope this helps!

Cheers Hermina

Hermina - is this in the section outlined below

i have also set up the following 

does that look right and will it work ?

If you need to reschedule a No Answer wrap up to 72 hours in the future you will need to set up a rule to do this.(in this case choose No Answer under Call analysis and set up the rule)

Hermina - I am running the campaign in progressive mode and have 3 records in the list. When I start the campaign the first mobile rings and I am not answering the call and it disconnects after 22s. When I do this with the other records and don't answer the call I get the ININ-OUTBOUND-NO-ANSWER disposition code displayed in the wrap up code section of Workspace. As this has not connected to an agent they cannot enter a wrap up code.

If I start the campaign and then answer the call but still don't connect to an agent I get the  ININ-OUTBOUND-TRANSFERRED-TO FLOW disposition code and because the call has terminated before reaching the agent they cannot set a wrap code.

What do I need to do to ensue that if I get the ININ-OUTBOUND-NO-ANSWER disposition code that the customer is not called back for 72 hours as your previous response suggests I don't need to carry out any of the steps outlined in your post.

HI Richard,

No Answer is under Call Analysis in the rules.

But can you please describe your scenario here?

In my test (automated campaign) if dialer dials out and the customer does not answer, you will receive a no answer disposition. As far as I remember, this doesn't require steps outlined in your document and my post.
If the customer does answer and the agent doesn't pick up you will receive ININ-OUTBOUND-FAILED-TO-REACH-AGENT.

Cheers,

Hermina

Hemina - i have tried this but as mentioned the even though i am not answering the call the call is dispositioning itself as ININ-OUTBOUND-NO-ANSWER and not ININ-OUTBOUND-FAILED-TO-REACH-AGENT. I cannot select this option from the drop down below.

is it possible to add the ININ-OUTBOUND-NO-ANSWER to this list at all ?.

Hi Richard,

I think the following should cover it:

In the Rule Set you'd need to set up a Wrap-Up rule with Condition >> System Disposition.

Here you can add ININ-OUTBOUND-FAILED-TO-REACH-AGENT. 

Details on meaning of the ININ-OUTBOUND system dipositions can be found here: https://help.mypurecloud.com/articles/wrap-up-codes-assigned-by-outbound-dialing/

Then in your actions you'd choose Schedule Callback >> set this to 4320 minutes from now (this should be 72 hours).
Another action that you should add here is to update a custom column in your contact list with for example Abandoned.

You might also want to add another rule for ININ-OUTBOUND-DISCONNECT.

Then in the same Rule Set you can add a Pre-Call Rule that checks for the value in this custom column exists. 
So Custom Column is (or contains) Abandoned.

Then add another condition with checks for Last Attempt Overall is later than 72 hours.

And then add an action to  Switch the call to Preview.

This should cover the ofCom rule of not calling within 72 hours AND making sure there is an availble agent to dial them. 

Hope this helps!

Cheers Hermina

Darryn,

i am in the UK and need to ensure that a nuisance call is not called back for 72 hours. Do I need to set something up in Rule Management like the file attached or do i need to do something different ?. As soon as the outbound call connects the customer receives a recorded message stating the purpose of the call and then they are asked to press 1 to connect the call and therefore i need something which will see when the customer doesn't answer the call or disconnects the call however neither are in the disposition list in the rule management section of the attachment. Your help and advice on how to configure would be appreciated.

I would like to speak with someone who has experience with outbound dialer.  We are trying to have the dialer manage both the # of attempts AND the time in-between attempts (looking for 48-72 hours between attempts with a maximum of 6 attempts per record).   Apparently, this is not inherent in the software but I hear with some effort we can automate this function.   Can you explain how this can be accomplished?

Hermina - i have tried to configure that however i cannot see the No Answer in the wrap up code list even though it is included in the wrap up codes list and the wrap up code mappings

Hi Richard,

You are getting that warning because there is no contact list is assigned to that rule.

Just for consideration: a No Answer call is a customer not picking up the phone. That is not considered as an abandon.

Abandoned is a call that did not reach the agents because the caller hung up while in the waiting queue or in the IVR. (ofCom look at two options here: 1. Customer picks and you play a message becauset here is no available agent

or 2. Customer picks up and hears silence)

You don't need to classify a No Answer as an abandon. If you want to reschedule No Answer just simply set up this:

If you want to switch a call that was No Answer to preview call (if you are running progressive, power or predicitve) then you can add this pre-call rule:

Once the rules has ran correctly, in Scheduled Callbacks view you will find the record scheduled for 3 days in future so you can check if the rule ran correctly.

Hope this helps.

Cheers Hermina

Hermina - yes i have done that however when i was doing that i noticed the following errors

is this something to do with the columns in the list i have uploaded ? i have attached it below.

Can you switch here to In the past?

Hermina - yes i have set that as below.

then attached to the other rule i have the following 

is this also required ?.

Can you leave the Condition in the rule as it was and set your Actions to this:

Hermina - So something like this ?.

Hi Richard,

In the first rule in the screenshot below I don't see an update to custom coulmn Abandon. And you are checking for this value in your second rule. I think this might be the reason why. 

This still isn't working and im not sure why . I have done the following which is correct however it is still dialling the calls every other time.

Hermina -This still doesn't look like it is working. I have set up the following:

Which is the the reschedule rules you referred to in your post and also the schedule callback for 72hrs. I have also added the following:

is this required or is the first rule only required ?. 

I have made sure that the rule is associated with the calling list as below.

And Added the Rule management to the Campaign Management

So when i run the campaign the first time i am getting the following outputs in Workspace

When the list is called after that i am getting the following output.

Does that look right ?. 

I assumed it had worked last time as the records didn't dial after the initial run however i was anticipating that after the 72 hours had elapsed that the list would start dialling the numbers again when i ran the list however this did not happen.

Awesome! :-)

Hermina - yes sorted that now and it wasn't working however i had realised i hadn't added the Rule Sets to the campaign however when i have and ran the campaign it isn't dialling the numbers. Many thanks for your help.

Hi Richard,

Sorry for causing confusion! You need to set up the reschedule rule in Rules:

Once you choose No Answer here you can then set up your Actions, such as reschedule for 72 hours like you did earlier in the document you attached 

hope this helps!

Cheers Hermina

Hermina - is this in the section outlined below

i have also set up the following 

does that look right and will it work ?

If you need to reschedule a No Answer wrap up to 72 hours in the future you will need to set up a rule to do this.(in this case choose No Answer under Call analysis and set up the rule)

Hermina - I am running the campaign in progressive mode and have 3 records in the list. When I start the campaign the first mobile rings and I am not answering the call and it disconnects after 22s. When I do this with the other records and don't answer the call I get the ININ-OUTBOUND-NO-ANSWER disposition code displayed in the wrap up code section of Workspace. As this has not connected to an agent they cannot enter a wrap up code.

If I start the campaign and then answer the call but still don't connect to an agent I get the  ININ-OUTBOUND-TRANSFERRED-TO FLOW disposition code and because the call has terminated before reaching the agent they cannot set a wrap code.

What do I need to do to ensue that if I get the ININ-OUTBOUND-NO-ANSWER disposition code that the customer is not called back for 72 hours as your previous response suggests I don't need to carry out any of the steps outlined in your post.

HI Richard,

No Answer is under Call Analysis in the rules.

But can you please describe your scenario here?

In my test (automated campaign) if dialer dials out and the customer does not answer, you will receive a no answer disposition. As far as I remember, this doesn't require steps outlined in your document and my post.
If the customer does answer and the agent doesn't pick up you will receive ININ-OUTBOUND-FAILED-TO-REACH-AGENT.

Cheers,

Hermina

Hemina - i have tried this but as mentioned the even though i am not answering the call the call is dispositioning itself as ININ-OUTBOUND-NO-ANSWER and not ININ-OUTBOUND-FAILED-TO-REACH-AGENT. I cannot select this option from the drop down below.

is it possible to add the ININ-OUTBOUND-NO-ANSWER to this list at all ?.

Hi Richard,

I think the following should cover it:

In the Rule Set you'd need to set up a Wrap-Up rule with Condition >> System Disposition.

Here you can add ININ-OUTBOUND-FAILED-TO-REACH-AGENT. 

Details on meaning of the ININ-OUTBOUND system dipositions can be found here: https://help.mypurecloud.com/articles/wrap-up-codes-assigned-by-outbound-dialing/

Then in your actions you'd choose Schedule Callback >> set this to 4320 minutes from now (this should be 72 hours).
Another action that you should add here is to update a custom column in your contact list with for example Abandoned.

You might also want to add another rule for ININ-OUTBOUND-DISCONNECT.

Then in the same Rule Set you can add a Pre-Call Rule that checks for the value in this custom column exists. 
So Custom Column is (or contains) Abandoned.

Then add another condition with checks for Last Attempt Overall is later than 72 hours.

And then add an action to  Switch the call to Preview.

This should cover the ofCom rule of not calling within 72 hours AND making sure there is an availble agent to dial them. 

Hope this helps!

Cheers Hermina

Darryn,

i am in the UK and need to ensure that a nuisance call is not called back for 72 hours. Do I need to set something up in Rule Management like the file attached or do i need to do something different ?. As soon as the outbound call connects the customer receives a recorded message stating the purpose of the call and then they are asked to press 1 to connect the call and therefore i need something which will see when the customer doesn't answer the call or disconnects the call however neither are in the disposition list in the rule management section of the attachment. Your help and advice on how to configure would be appreciated.

I would like to speak with someone who has experience with outbound dialer.  We are trying to have the dialer manage both the # of attempts AND the time in-between attempts (looking for 48-72 hours between attempts with a maximum of 6 attempts per record).   Apparently, this is not inherent in the software but I hear with some effort we can automate this function.   Can you explain how this can be accomplished?

hi Richard,

It doesn't show up in this list if it is not associated with the queue that you are using when creating a rule set. If you add it to the queue as well, it will show up here.

Or you can also insert a value in your wrap up rule to a custom column of your call list and check for that value instead of Last Wrap Up overall.

cheers, Hermina

Hermina - i have tried to configure that however i cannot see the No Answer in the wrap up code list even though it is included in the wrap up codes list and the wrap up code mappings

Hi Richard,

You are getting that warning because there is no contact list is assigned to that rule.

Just for consideration: a No Answer call is a customer not picking up the phone. That is not considered as an abandon.

Abandoned is a call that did not reach the agents because the caller hung up while in the waiting queue or in the IVR. (ofCom look at two options here: 1. Customer picks and you play a message becauset here is no available agent

or 2. Customer picks up and hears silence)

You don't need to classify a No Answer as an abandon. If you want to reschedule No Answer just simply set up this:

If you want to switch a call that was No Answer to preview call (if you are running progressive, power or predicitve) then you can add this pre-call rule:

Once the rules has ran correctly, in Scheduled Callbacks view you will find the record scheduled for 3 days in future so you can check if the rule ran correctly.

Hope this helps.

Cheers Hermina

Hermina - yes i have done that however when i was doing that i noticed the following errors

is this something to do with the columns in the list i have uploaded ? i have attached it below.

Can you switch here to In the past?

Hermina - yes i have set that as below.

then attached to the other rule i have the following 

is this also required ?.

Can you leave the Condition in the rule as it was and set your Actions to this:

Hermina - So something like this ?.

Hi Richard,

In the first rule in the screenshot below I don't see an update to custom coulmn Abandon. And you are checking for this value in your second rule. I think this might be the reason why. 

This still isn't working and im not sure why . I have done the following which is correct however it is still dialling the calls every other time.

Hermina -This still doesn't look like it is working. I have set up the following:

Which is the the reschedule rules you referred to in your post and also the schedule callback for 72hrs. I have also added the following:

is this required or is the first rule only required ?. 

I have made sure that the rule is associated with the calling list as below.

And Added the Rule management to the Campaign Management

So when i run the campaign the first time i am getting the following outputs in Workspace

When the list is called after that i am getting the following output.

Does that look right ?. 

I assumed it had worked last time as the records didn't dial after the initial run however i was anticipating that after the 72 hours had elapsed that the list would start dialling the numbers again when i ran the list however this did not happen.