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  • 1.  Mark Number as Uncallable in Rule Actions doesn't change the Callable-NUMTELX from 1 to 0

    Posted 01-10-2023 12:14
    No replies, thread closed.

    Hi Comunity,

    Throught Outbound Campaign and configured rules I noticed this: the rule that Mark Number as Uncallable doesn't change the value of the Callable-NUMTEL, but only set the wrapup ININ-OUTBOUND-CONTACT-UNCALLABLE-SKIPPED



    The rule is:


    Is It normal?


    Thanks


    #Outbound

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    Sergio Rota
    NTT Data Italia S.p.A.
    ------------------------------


  • 2.  RE: Mark Number as Uncallable in Rule Actions doesn't change the Callable-NUMTELX from 1 to 0

    Posted 01-13-2023 06:48
    No replies, thread closed.
    Hello Sergio,

    I think that the Callable Columns can only be changed to 0 is when the interaction is wrapped up as "uncallable". If the call is routed to an agent, then the agent must select the appropriate wrap up code on the contact in question.

    Warm regards,
    Gabe

    ------------------------------
    Gabe Ladios
    Genesys - Employees
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    Original Message


  • 3.  RE: Mark Number as Uncallable in Rule Actions doesn't change the Callable-NUMTELX from 1 to 0

    Posted 01-13-2023 08:57
    No replies, thread closed.
    Hi Gabe,

    Thanks for your answer, I don't know if I undertood your post: If I have a pre call rule that mark number as uncallable, is It correct that this action doen't change the Callable-NUMTEL column from 1 to 0?

    Another info: I have another rule that "Mark contact as uncallable" and this action change the ContactCallable column from 1 to 0; I thought there is the same behavior


    Thanks
    Sergio

    ------------------------------
    Sergio Rota
    NTT Data Italia S.p.A.
    ------------------------------

    Original Message


  • 4.  RE: Mark Number as Uncallable in Rule Actions doesn't change the Callable-NUMTELX from 1 to 0

    Posted 01-13-2023 13:12
    No replies, thread closed.
    I'm not 100% certain, but you could possibly create a data action to update the contact column as required and call that from your rule?

    I do have one question, though. Could you perhaps not put these numbers into your list in the first place? Assuming your "trigger" column (TYP_CUS ?) is being populated as part of the import, then could you filter it out "up stream"?

    I agree that it seems odd that an action like "Mark Contact / Number as Uncallable" simply dispositions and doesn't actually mark it as uncallable! What would happen if you updated the "trigger" column? Would it then call on the next recycle? (Or maybe behind the scenes it automatically filters out records / numbers that have this disposition? If that is not the case, then there really isn't any difference between "Mark as Uncallable" and "Do not Dial"...

    It wouldn't be so bad if you could use a pre-call rule to disposition the call. You could then use wrap-up mappings to trigger on that disposition, but again....

    Sorry I can't offer a solution, but I will watch with interest.

    ------------------------------
    Paul Simpson
    Eventus Solutions Group
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    Original Message


  • 5.  RE: Mark Number as Uncallable in Rule Actions doesn't change the Callable-NUMTELX from 1 to 0
    Best Answer

    Posted 02-08-2023 11:04
    No replies, thread closed.
    I actually discovered the answer: you need to create a rule that, in the condition, identifies the type of number on which to perform the action

    ------------------------------
    Sergio Rota
    NTT Data Italia S.p.A.
    ------------------------------

    Original Message


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