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  • 1.  How does Genesys Outbound Campaign handle prescreened calls

    Posted 20 days ago

    Good evening/morning, asking for your advice please. We are scoping the Genesys Cloud Outbound Campaign features (we are new to outbound) and some of the questions I was not able to answer based on the Outbound training course or searching in our community forums where these:

    1. How will it operate when a call runs into Google Assist (call-prescreen feature). 
                      Would Genysys consider that as a success or fail?
                      Some Google assists ask for a name/reason to be spoken
                      Some Google assists prompt callers to push a specific number key to get connected
    2. How will it operate when a call gets sent to a voicemail box that is not set up or the mailbox is full? 
    3. Is it possible for Genesys to check if we received an Inbound call from this number recently and NOT dial it in the campaign because they called Inbound within a timeframe?

    Thank you kindly

    Sasha Mujanovich

    #OutboundCampaing #OutboundDialing


    #WFMConfiguration,BestPractices
    #GeneralQuestion

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    Sasha Mujanovich
    Analyst
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  • 2.  RE: How does Genesys Outbound Campaign handle prescreened calls

    Posted 19 days ago

    There was a bit of discussion about this about 9 days ago.  Not a lot of info, but seems like it is being looked at.

    https://community.genesys.com/discussion/appleandroid-call-screening-updates



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    Matt Tucker
    IT
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  • 3.  RE: How does Genesys Outbound Campaign handle prescreened calls

    Posted 18 days ago

    I have experimented a bit with this. I run the outbound connections through a flow that has an AVA that can detect and converse with the Assist. The hardest part is getting the AVA to escalate to the agent right after navigating through Assist. As for a full mailbox, it's usually detected by the provided SIT tones and recorded as a voicemail, even though you can't leave one. I would guess the AVA could listen for that and output to the flow that the mailbox was full, so the number could be called again.  

    For your second, you have two choices. You could use the inbound ANI to search your contact list for the number and then mark it as uncallable. The mechanics of doing that could be a bit daunting. I would suggest a pre-call rule that checks the number being called against interactions from the last XX hours. If you see an inbound call, just mark it as uncallable or skip it.  



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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  • 4.  RE: How does Genesys Outbound Campaign handle prescreened calls

    Posted 17 days ago

    I appreciate it Robert, will review your recommendations with our group. 

    thank you



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    Sasha Mujanovich
    Analyst
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    Original Message


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