I just played briefly with using the
Scripter.Consult Transfer action in an Outbound script.
I was able to place the consult call (which put the original outbound call on hold), then disconnected the original outbound call and just remained on the consult call side of it (placed to an external number).
The script stayed up, and I could perform other actions in the script on that connected consult call.
So, I'm thinking you could update the contact info in the script to put the correct phone number in, then have a button that places a Consult Transfer call to the Outbound variable that contains the now-correct phone number (or have an input field for the new number and assign it to a variable to be used in the consult). Have the agent manually disconnect the original call once connected to the new party.
You'll have to experiment and see if that works...I haven't done any extensive testing.
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George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
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Original Message:
Sent: 09-04-2019 17:22
From: Tomas Vadinsky
Subject: Outbound Campaign - Add and dial a number
@Darryn Chang We were playing with this approach a while back, but it didn't work out. The process is a bit complicated for the agents as it requires two steps. They need to update the contact and then type in and dial the number using the "add a new call" button. Also, it seem the second call is not part of the campaign, so we can't use the campaign features we would like to.
@George Ganahl We are currently testing a similar approach. We just use one single custom action which covers all the necessary steps (update contact and reschedule for the next minute). However, we are still looking for a solution which would allow us to add and dial a number during one session as it would save the time agents need to study the same case again.
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Tomas Vadinsky
Cigna NZ
Original Message:
Sent: 09-04-2019 11:03
From: George Ganahl
Subject: Outbound Campaign - Add and dial a number
In order to keep everything on the campaign, I'd probably update the contact info from the script, then use the Schedule Callback button at the top of the page to schedule a callback a couple of minutes out. The agent can check the box to have the call prefer to come back to him, and hopefully get that call right back pretty quickly. If it's mandatory that the same agent handle that call, then you'd have to set something in the contact list that is then checked by a rule pre-dial to set a skill that is unique to that agent, or something similar...
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George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
Original Message:
Sent: 09-03-2019 19:16
From: Tomas Vadinsky
Subject: Outbound Campaign - Add and dial a number
Hi all.
Is there a way how an agent while working on an outbound campaign can add a number (or update an existing one) and dial that number? For example if an outbound call has been answered by someone who said the customer doesn't use the number anymore and can be reached on a new number.
It's easy to update a contact using the script action, but it seems there is no way how to dial the new number from the script.
Thanks,
Tomas
#Outbound
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Tomas Vadinsky
Cigna NZ
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