Genesys Cloud - Main

Hi community,

We are currently encountering the following problem with outbound campaigns.

A contact that has not yet been contacted on any occasion. When it is going to be called for the first time, the record is given to an agent to make a call (in preview mode), when this first call is launched the agent is shown the following message on the screen:

"Callback blocked. The call cannot be placed because there are no more numbers that can be called."

Despite this message the call is issued, finally the agent types the interaction with a custom wrapup code for example "No Contesta".

When reviewing the contact list we observe that the wrapup code indicated in this is ININ-OUTBOUND-NO-CALLABLE-NUMBERS-SKIPPED, however, if we look at the interaction performed the wrapup code assigned to this is "No Contesta".

For us it does not make any kind of sense that this behavior occurs, can you investigate why this is happening?

1. We do not understand that the above message appears and still the call is issued and assigns the wrapup code ININ-OUTBOUND-NO-CALLABLE-NUMBERS-SKIPPED.

2. We do not understand either that in the contact list appears the wrapup ININ-OUTBOUND-NO-CALLABLE-NUMBERS-SKIPPED and in the interaction appears the wrapup assigned by the agent, for example "No Answer".

We have seen this behavior not only in this campaign, but in the rest of the campaigns the exact same thing happens.

Anyone with the same problem?
Thanks in advance.

Best regards.

#Outbound

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Carlos Camacho Jimenez
Telefonica Soluciones de Informatica Y Comunicaciones De España SAU
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no one with the same behavior?

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Carlos Camacho Jimenez
Telefonica Soluciones de Informatica Y Comunicaciones De España SAU
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Hi Carlos, not sure if you found a solution, but to resolve this, please update your outbound wrap-up mapping. For example below, the rep select ACI - Information as an example, it will mark the number as uncallable.

Please see here: https://help.mypurecloud.com/articles/wrap-code-mappings-page/ 

In outbound dialing, under wrap-up code mappings, the classifications you can map to a wrap-up code are:

• Contact Uncallable-all telephone numbers for a contact are uncallable. This classification persists across multiple runs of a campaign and across campaigns using the same contact list.
• Number Uncallable-the number dialed when the wrap-up was assigned is uncallable. This classification persists across multiple runs of a campaign and across campaigns using the same contact list.
• Right Party Contact-the person who answered was the person the campaign was supposed to reach. The current campaign does not dial any other numbers for that contact. This classification does not persist across multiple runs of a campaign. If the campaign is recycled or completed, the contact can be dialed again unless the classification is selected as Contact Uncallable or Number Uncallable.

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Andrew Nguyen
Amen Clinics
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Original Message:
Sent: 04-25-2023 02:43
From: Carlos Camacho Jimenez
Subject: First call to contact shows "Callback blocked" message to agent

no one with the same behavior?

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Carlos Camacho Jimenez
Telefonica Soluciones de Informatica Y Comunicaciones De España SAU
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