Genesys Cloud - Main

Is there a reason why we don't get an interaction when calling out to a customer and hang up before we reach the phone (not reach customer nor the voice mail). 

Have tested this from both Interaction and Calls screen and they give same result. 

I am not able to replicate that behavior in our organization, so I am wondering if it is a carrier issue...though, if you hear ringback, then the call progress should be getting through to PureCloud properly. 

If I place an outbound call and let the phone ring a few times, then hang up before it connects to voicemail, I still see the call in my Call History on the user.

I don't have access on that particular org to see the Interactions, so I don't know for sure it shows up there.

Good morning! 

In the attached video you will see two scenarios. 

1) I will call my mobile phone and hang up in Purecloud

2) I will call my mobile phone and hang up as a customer

Both calls are visible in Call History but only call no. 2 is available in Interactions. 

If the customer calls back we need to see how many times we have tried to reach them. In this case, twice but that is not visible.

I tried an outbound call on behalf of a queue (by placing the call from an agent's Interactions view and selecting the queue to call from). I did not answer the call. When the agent disconnected before it was answered, the Wrap-up view waited for the agent to enter a wrap-up code. Once entered, I then checked the Supervisor's Interactions view under Performance and I could see the call. (A call to the same number from the same Agent's dial pad as you show in the video did not show up in the Supervisor's Interactions view).

So, I think that in order to track the attempts to reach a customer you need to train agents to call on behalf of the queue.

If you want the calls made from the other dial pad (as shown in your video) tracked, you will probably need to submit an enhancement request through Support.