Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Outbound Attempt Control - After 3rd Attempt Deactivate Voicemail on 4th Attempt

    Posted 04-27-2023 14:33
    No replies, thread closed.

    Hello Community, 

    We are trying to configure an Outbound campaign with 3 Attempts and on the 4th Attempt, it will deactivate voicemail.  We currently have it setup with two campaigns, the first campaign will have the Attempt Control set to 3 Attempts Max.  We will export the call list and create a new list who has the ININ-OUTBOUND-NUMBER-ATTEMPT-LIMIT-SKIPPED.  The second campaign will be setup with the Call Analysis Response to Disable Answering Machine Detection with an Attempt Control set to 1 Attempts Max.  Has anyone configured another way?  

    Thank you


    #ArchitectureandDesign

    ------------------------------
    Rob Falkowski
    Life Line Screening of America, Ltd.
    ------------------------------


  • 2.  RE: Outbound Attempt Control - After 3rd Attempt Deactivate Voicemail on 4th Attempt

    Posted 04-28-2023 00:08
    No replies, thread closed.

    All that will work, but couldn't on the 4th attempt, you could set the call to Preview and have agents dial and listen for the answer?  I would think if you really wanted to talk to the customers, having an agent spend a little extra time on that 4th call might be worth it.  

    Alternatively, you could just have a wrap-up rule that after the 3rd attempt, run a data action to move that contact over to the other list.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Outbound Attempt Control - After 3rd Attempt Deactivate Voicemail on 4th Attempt

    Posted 05-01-2023 18:53
    No replies, thread closed.

    OK, so in your outbound flow, you can include logic that plays, or doesn't play, a message to answering machines and then disconnects. (Doing what you propose - turning off AMD - will result in machines being routed to agents.)

    It isn't clear from your post whether you want to leave three messages and then stop, or stop after any three attempts. If the former, I would add a column in your contact list that has a value pre-set to zero on import. Then, when you get an machine, increment this value and use it within the test to determine whether or not to play the message.

    All the logic can be kept inside the Outbound Flow and this would keep everything within the same campaign / contact list.

    HTH



    ------------------------------
    Paul Simpson
    Eventus Solutions Group
    ------------------------------



Related Content