Hi Team,

Since scheduled calls via callback do not work for skills at the moment (they are already working on it in the INB-I-760 idea) we have included a field for the date and time of the schedule in our contact list.

We control this field through a contact list filter so that when the time comes, the call is made.

The problem we have detected and it seems to be a critical failure of the system because it affects any campaign filter is that for the contacts loaded and blocked by the filter when they are unblocked by the filter it is necessary to restart the campaign so that they are called or it is necessary to stop or start the campaign when the campaign itself, being started, should once the contact is unblocked by the filter, mark it to be called without having to recycle the campaign.

Please contribute your ideas on this.

Thank you very much.
Kind Regards.

A better way would be to include that column, but use a pre-call Rule to check that against the current time and see if it has gone past the required time.  If not, just set the contact to do not call (skip, not add to DNC list) and it will be re-evaluated the next go around.  Will that solve for the issue?

Hi Team,

Since scheduled calls via callback do not work for skills at the moment (they are already working on it in the INB-I-760 idea) we have included a field for the date and time of the schedule in our contact list.

We control this field through a contact list filter so that when the time comes, the call is made.

The problem we have detected and it seems to be a critical failure of the system because it affects any campaign filter is that for the contacts loaded and blocked by the filter when they are unblocked by the filter it is necessary to restart the campaign so that they are called or it is necessary to stop or start the campaign when the campaign itself, being started, should once the contact is unblocked by the filter, mark it to be called without having to recycle the campaign.

Please contribute your ideas on this.

Thank you very much.
Kind Regards.

Hi Robert,

I tried to create the pre-call policy that you indicate but it doesn't work either because when it checks in the pre-call that the date field is before the planning date it sets it to not be marked and the call result is ININ-OUTBOUND-RULE-SKIPPED and it is never marked again unless the campaign is recycled.
Should a disposition rule be created so that when the ININ-OUTBOUND-RULE-SKIPPED result occurs, the call is scheduled 1 minute later to check its status again?

This is what is really happening to us with the filter and I see a critical failure of the system since it does not unlock the contacts when the time comes:

"If in the contact list we have a field called ""date and time blocked"" and the filter is configured to block the contact when it verifies that the date and time of that field is ""after 0 min in the future"" the campaign correctly blocks this contact.

But if for example in the contact list we have a field called ""date and time unblocked"" and the filter is configured to unblock the contact when it verifies that the date and time of that field is ""before 0 min in the future"" the campaign DOES NOT UNLOCK that contact unless the campaign is recycled again and this is what is failing and we need it to be solved since it is something very critical and must be affecting all clients in any applied filter.

When the campaign is started and with agents in queue and the filter has the contacts unblocked, when the time comes to block them it does so correctly.

But when the campaign is running and there are agents in the queue and the filter has the contacts blocked, when the time comes to unblock them it doesn't do it and for it to do so it is necessary to recycle the campaign when the filter itself should unblock these contacts without needing to recycle the campaign."

All the information about this can be found in the support case: 0003623838
Thank you.
Regards.

A better way would be to include that column, but use a pre-call Rule to check that against the current time and see if it has gone past the required time.  If not, just set the contact to do not call (skip, not add to DNC list) and it will be re-evaluated the next go around.  Will that solve for the issue?

Hi Team,

Since scheduled calls via callback do not work for skills at the moment (they are already working on it in the INB-I-760 idea) we have included a field for the date and time of the schedule in our contact list.

We control this field through a contact list filter so that when the time comes, the call is made.

The problem we have detected and it seems to be a critical failure of the system because it affects any campaign filter is that for the contacts loaded and blocked by the filter when they are unblocked by the filter it is necessary to restart the campaign so that they are called or it is necessary to stop or start the campaign when the campaign itself, being started, should once the contact is unblocked by the filter, mark it to be called without having to recycle the campaign.

Please contribute your ideas on this.

Thank you very much.
Kind Regards.

True, if you skip a contact, it won't try until next recycle.  One thing you might also try is to set the Time Zone for the time frame you want dialed.  This way you can use the automatic requeuing feature under Outbound Settings to retry the contact automatically at the next hour that is in the time zone you want.  You can do this with Automatic Time Zone matching using a zip code for each of the 6 time zones or using Callable Time Sets.  

Hi Robert,

I tried to create the pre-call policy that you indicate but it doesn't work either because when it checks in the pre-call that the date field is before the planning date it sets it to not be marked and the call result is ININ-OUTBOUND-RULE-SKIPPED and it is never marked again unless the campaign is recycled.
Should a disposition rule be created so that when the ININ-OUTBOUND-RULE-SKIPPED result occurs, the call is scheduled 1 minute later to check its status again?

This is what is really happening to us with the filter and I see a critical failure of the system since it does not unlock the contacts when the time comes:

"If in the contact list we have a field called ""date and time blocked"" and the filter is configured to block the contact when it verifies that the date and time of that field is ""after 0 min in the future"" the campaign correctly blocks this contact.

But if for example in the contact list we have a field called ""date and time unblocked"" and the filter is configured to unblock the contact when it verifies that the date and time of that field is ""before 0 min in the future"" the campaign DOES NOT UNLOCK that contact unless the campaign is recycled again and this is what is failing and we need it to be solved since it is something very critical and must be affecting all clients in any applied filter.

When the campaign is started and with agents in queue and the filter has the contacts unblocked, when the time comes to block them it does so correctly.

But when the campaign is running and there are agents in the queue and the filter has the contacts blocked, when the time comes to unblock them it doesn't do it and for it to do so it is necessary to recycle the campaign when the filter itself should unblock these contacts without needing to recycle the campaign."

All the information about this can be found in the support case: 0003623838
Thank you.
Regards.

A better way would be to include that column, but use a pre-call Rule to check that against the current time and see if it has gone past the required time.  If not, just set the contact to do not call (skip, not add to DNC list) and it will be re-evaluated the next go around.  Will that solve for the issue?

Hi Team,

Since scheduled calls via callback do not work for skills at the moment (they are already working on it in the INB-I-760 idea) we have included a field for the date and time of the schedule in our contact list.

We control this field through a contact list filter so that when the time comes, the call is made.

The problem we have detected and it seems to be a critical failure of the system because it affects any campaign filter is that for the contacts loaded and blocked by the filter when they are unblocked by the filter it is necessary to restart the campaign so that they are called or it is necessary to stop or start the campaign when the campaign itself, being started, should once the contact is unblocked by the filter, mark it to be called without having to recycle the campaign.

Please contribute your ideas on this.

Thank you very much.
Kind Regards.

Hi Robert,

Thank you for your attention and response, but using time zone has nothing to do with what we are trying to achieve.

I will detail what we need so that you understand the problem well:

Because in genesys cloud currently the campaign calls planned by the agent when it is time to call the call jumps to any campaign agent and does not respect the configured skill (you can see this problem that genesys is already working on in idea INB-I-760) we have thought in the meantime to be able to solve this the following:

-Create a field in the contact list of date and time type in which the date and time of planning are included.
-Control this field by means of a campaign filter so that when the condition is met that this date field is before 0 min in the future the contact will be within the filter to call.

The filter works correctly and if the contact has a date after the current time in the planning date field, it blocks it and if the time that it has in that field of the contact list arrives right away, it unblocks it.

The problem is that when you unblock it, it is always necessary to recycle the campaign so that the record is called. If the campaign is not recycled, that record will never be called when it is actually already released by the filter to call.

The precall policy that you indicated to me to verify that date and time field beforehand is also useless since it does control that the contact is not called and marks the result of the call as ININ-OUTBOUND-RULE-SKIPPED but it cannot be linked to a disposition policy so that if the result is =ININ-OUTBOUND-RULE-SKIPPED, the call is scheduled 1 minute later to re-verify if it is ready to call or not.

Please, if you can discuss this with your colleagues and offer us a possible solution.

Thank you very much in advance,

Regards.

True, if you skip a contact, it won't try until next recycle.  One thing you might also try is to set the Time Zone for the time frame you want dialed.  This way you can use the automatic requeuing feature under Outbound Settings to retry the contact automatically at the next hour that is in the time zone you want.  You can do this with Automatic Time Zone matching using a zip code for each of the 6 time zones or using Callable Time Sets.  

Hi Robert,

I tried to create the pre-call policy that you indicate but it doesn't work either because when it checks in the pre-call that the date field is before the planning date it sets it to not be marked and the call result is ININ-OUTBOUND-RULE-SKIPPED and it is never marked again unless the campaign is recycled.
Should a disposition rule be created so that when the ININ-OUTBOUND-RULE-SKIPPED result occurs, the call is scheduled 1 minute later to check its status again?

This is what is really happening to us with the filter and I see a critical failure of the system since it does not unlock the contacts when the time comes:

"If in the contact list we have a field called ""date and time blocked"" and the filter is configured to block the contact when it verifies that the date and time of that field is ""after 0 min in the future"" the campaign correctly blocks this contact.

But if for example in the contact list we have a field called ""date and time unblocked"" and the filter is configured to unblock the contact when it verifies that the date and time of that field is ""before 0 min in the future"" the campaign DOES NOT UNLOCK that contact unless the campaign is recycled again and this is what is failing and we need it to be solved since it is something very critical and must be affecting all clients in any applied filter.

When the campaign is started and with agents in queue and the filter has the contacts unblocked, when the time comes to block them it does so correctly.

But when the campaign is running and there are agents in the queue and the filter has the contacts blocked, when the time comes to unblock them it doesn't do it and for it to do so it is necessary to recycle the campaign when the filter itself should unblock these contacts without needing to recycle the campaign."

All the information about this can be found in the support case: 0003623838
Thank you.
Regards.

A better way would be to include that column, but use a pre-call Rule to check that against the current time and see if it has gone past the required time.  If not, just set the contact to do not call (skip, not add to DNC list) and it will be re-evaluated the next go around.  Will that solve for the issue?

Hi Team,

Since scheduled calls via callback do not work for skills at the moment (they are already working on it in the INB-I-760 idea) we have included a field for the date and time of the schedule in our contact list.

We control this field through a contact list filter so that when the time comes, the call is made.

The problem we have detected and it seems to be a critical failure of the system because it affects any campaign filter is that for the contacts loaded and blocked by the filter when they are unblocked by the filter it is necessary to restart the campaign so that they are called or it is necessary to stop or start the campaign when the campaign itself, being started, should once the contact is unblocked by the filter, mark it to be called without having to recycle the campaign.

Please contribute your ideas on this.

Thank you very much.
Kind Regards.