Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Outbound Attempts Issue

    Posted 05-10-2019 09:09
    No replies, thread closed.
    Has anyone noticed that outbound attempts in campaigns have not been sticking to the rules that have been set up? I have two customers noticing this now. Will be gathering data and opening cases today. Just curious if others have also seen this behavior. 

    For example, max attempts per contact/ per number are 2 
    Recall type, number of attempts is 1 and 300 minutes, yet, it is happening instantaneous. 
    The code being placed is ININ-OUTBOUND-DISCONNECT - we have seen a huge influx in this code now.
    #Outbound

    ------------------------------
    Angelia Harper
    Avtex
    ------------------------------


  • 2.  RE: Outbound Attempts Issue

    Posted 05-29-2019 21:57
    Edited by Darryn Chang 05-30-2019 00:46
    No replies, thread closed.
    Hi Angelia, did you get a result from support as to the outcome?

    Interestingly i have noticed that recall attempts sit in the Scheduled Callbacks view, it shouldn't do that as it perceives they are "actual callbacks scheduled by an agent" when in fact they are only recall attempts for hitting a busy, answer machine, no answer.

    ------------------------------
    Darryn Chang
    Stuff Limited
    New Zealand
    2 Years Purecloud
    ------------------------------

    Original Message


  • 3.  RE: Outbound Attempts Issue

    Posted 05-30-2019 08:14
    No replies, thread closed.
    Hi @Darryn Chang In the end, not really. I still have a few cases open about the ININ-OUTBOUND-DISCONNECT code, we are seeing that some numbers that are being dialed out from PureCloud campaigns are receiving a Busy here, however, if you cal them from another phone system, or a mobile number the calls will connect. We are still pending feedback on that. ​

    ------------------------------
    Angelia Harper
    Avtex
    ------------------------------

    Original Message


  • 4.  RE: Outbound Attempts Issue

    Posted 05-30-2019 17:52
    No replies, thread closed.
    @Angelia Harper have noticed the same in our environment. Its not just the ININ-OUTBOUND-DISCONNECT code but also ININ-OUTBOUND-COULD-NOT-DIAL i have also seen it on. On first run of any dialer contact list i see these system wrap ups, then when we re-run the list a allows the call to go though.

    Have you looked from a perspective of the SIP response codes? That may help identify if its Internal or External network. Its just a thought but it could be along the lines of the carrier network and genesys backend on the SIP response, I have found that from time to time after an Edge update there is a bit of a unbalance so whether thats a programming issue or something like that. 


    ------------------------------
    Darryn Chang
    Stuff Limited
    New Zealand
    2 Years Purecloud
    ------------------------------

    Original Message


  • 5.  RE: Outbound Attempts Issue

    Posted 07-24-2019 01:25
    No replies, thread closed.
    @Angelia Harper ​" we are seeing that some numbers that are being dialed out from PureCloud campaigns are receiving a Busy here, however, if you cal them from another phone system, or a mobile number the calls will connect." - this is most likely a carrier issue rather than a PureCloud issue. This has happened several times and I've had to send the phone number to our carrier so that they could update from their end. Not sure of the technical reason / root cause though.

    ------------------------------
    [Peter] [Dimatulac]
    [BizCover][Workforce Optimisation Manager][Australia]
    ------------------------------

    Original Message


  • 6.  RE: Outbound Attempts Issue

    Posted 07-24-2019 07:37
    No replies, thread closed.
    Hi Peter, thank you for the reply. They have found some items on the carrier side, unfortunately, this customer is PureCloud Voice, so PureCloud is the carrier, so we cannot send directly to the carrier, but support is helping with that. ​​

    ------------------------------
    Angelia Harper
    Avtex
    ------------------------------

    Original Message


  • 7.  RE: Outbound Attempts Issue

    Posted 07-24-2019 01:14
    No replies, thread closed.
    Also seeing this issue.

    After doing some analysis, I'm seeing that some interactions made by the dialler aren't physically being updated against the contact in the contact list. I've raised an incident for this. This would explain why attempt rules or wrap up mappings are being disregarded because the actual call hasn't registered in the contact list i.e. system assumes no call has been made yet.

    ------------------------------
    [Peter] [Dimatulac]
    [BizCover][Workforce Optimisation Manager][Australia]
    ------------------------------

    Original Message


Related Content