Genesys Cloud - Main

I am new to outbound and have a couple of questions :

1) how do i go about scheduling a callback to a Nuisance call - This refers to Predictive calls that have been dropped because there was no agent available at the time call was answered. The customer wants to be able to contact the customer 3 times but not until after a period of 72 hours has elapsed. Can this be done in List Management or somewhere else would be better ?.

2) the customer wants to run different filters of monetary values of <1600, <1200, <800 and i wondered what is the best way to do this ?. Do i need a separate skill and queue to the main list ?. Do i need a flow to be able to do this and to point it towards a call flow ?.

#Outbound

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richard craig
British Telecommunications PLC
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I'm still learning Outbound too.

For the first one, what we do is in the rules, we do a wrap up rule, and if it is the x contact and wrap is y then add to DNC list, set for z hours or days or minutes.

So for example, if Call Analysis = Voicemail and Attempts = 2 then add to DNC list set for 24 hours to call them the next day. 

For the second, what are you trying to do with the filter? You can always just sort the list under the campaign management view to call the ones with higher value first as long as that value is in a column in the contact list. 

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Anton Vroon
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Anton,

i have added a new skill and queue and uploaded a file with the relevant column in it. I have selected the phone column with that identifier in it. I have also built a call flow and pointed it to that queue and skill and built a call response with transfer to that flow. When i start the dialler to push the calls through it doesn't hit an agent but just hits what appears to be an extension.

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richard craig
British Telecommunications PLC
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Original Message:
Sent: 02-21-2023 16:10
From: Anton Vroon
Subject: Nuisance Calls and how to set a callback

I'm still learning Outbound too.

For the first one, what we do is in the rules, we do a wrap up rule, and if it is the x contact and wrap is y then add to DNC list, set for z hours or days or minutes.

So for example, if Call Analysis = Voicemail and Attempts = 2 then add to DNC list set for 24 hours to call them the next day. 

For the second, what are you trying to do with the filter? You can always just sort the list under the campaign management view to call the ones with higher value first as long as that value is in a column in the contact list. 

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Anton Vroon
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I'm not sure I follow

Call should be going to a queue, and then whatever queue treatment (in Q flow) you have from there will apply.

What does it show in the timeline or in the conversation detail API results, timeline is easier to see visually, can you see the call going to queue? And can you see where it is going to after that?

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Anton Vroon
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Original Message:
Sent: 02-22-2023 03:58
From: richard craig
Subject: Nuisance Calls and how to set a callback

Anton,

i have added a new skill and queue and uploaded a file with the relevant column in it. I have selected the phone column with that identifier in it. I have also built a call flow and pointed it to that queue and skill and built a call response with transfer to that flow. When i start the dialler to push the calls through it doesn't hit an agent but just hits what appears to be an extension.

------------------------------
richard craig
British Telecommunications PLC
------------------------------


Original Message:
Sent: 02-21-2023 16:10
From: Anton Vroon
Subject: Nuisance Calls and how to set a callback

I'm still learning Outbound too.

For the first one, what we do is in the rules, we do a wrap up rule, and if it is the x contact and wrap is y then add to DNC list, set for z hours or days or minutes.

So for example, if Call Analysis = Voicemail and Attempts = 2 then add to DNC list set for 24 hours to call them the next day. 

For the second, what are you trying to do with the filter? You can always just sort the list under the campaign management view to call the ones with higher value first as long as that value is in a column in the contact list. 

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Anton Vroon