Genesys Cloud - Main

Hi Everyone

Hoping someone can help answer if the below logic is possible and/or point us in the right direction. 

We are currently trying to set up an outbound campaign which ideally would do the following:

1. Power Dial Attempt 1 - No Answer = set callback for x time in the future

2. Callback attempt - No Answer = move to a preview dial for attempt 3

3. Preview dial final attempt - once completed contact is now complete


Would love to know if anyone currently has a similar logic running

Thanks

#Outbound

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Jono Kirk
Compassion Australia
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I have not set this up and tested the rules, but you might try creating a Rule Set with a first Rule:

Category = Wrap-up
Type = Call Analysis
Disposition = No Answer
Action Type = Schedule Callback and set it for however many minutes you want
Action Type = Update Contact Column and set a column named AttemptNumber (or something simliar...you have to create it in the contact list) to 1

Second rule:

Category = Pre-Call
Type = Contact List Column
Column Name = AttemptNumber (or whatever you created in the list)
Comparator = Is
Value = 1
Action Type = Schedule Callback and set it for however many minutes you want
Action Type = Update Contact Column and set a column named AttemptNumber (or something simliar...you have to create it in the contact list) to 2

Third Rule:

Category = Pre-Call
Type = Contact List Column
Column Name = AttemptNumber (or whatever you created in the list)
Comparator = Is
Value = 2
Action Type = Switch to Preview


I think that might accomplish what you are looking to do. That's just looking at the settings, without testing, though. I can't remember if Rules get processed for calls that are Scheduled Callback calls


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George Ganahl CCXP, GCP
Principal Technology Consultant
Genesys
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