Genesys Cloud - Main

Hi Everyone,

Quick question... Is there a method within the campaign management for Progressive dialing mode where we can take the callable time for each contact from the contact list and dial accordingly ?

We have one use case scenario for Outbound campaign in Genesys Cloud. We have one contact list where for each contact, there is callable time and one black out time duration is mentioned.
We have to use progressive dialing mode and call at or after the callable time mentioned in the contact list and should not call during the black out time period.

#Outbound

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Ashish Kumar Sinha

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Ashish,

There are a couple of ways to achieve this.

Firstly, you can use the built-in Time Zone Blocking functionality. You don't say where you are located and the options are slightly different depending on whether you are in North America or not. (End then they are slightly different between the US and Canada!) Assuming you are outside the US, you add a TimeZone column to the contact list and then create a Zone Set to specify acceptable calling times for each time zone. (For completeness, if you are in North America, you can have it work out the Time Zone automatically, based on the phone number. Additionally, if you are in the US you can use the ZIP code as well.)

If your requirements are little more nuanced (where each contact has a unique acceptable calling window) then you could use a pair of pre-call rules to see if the time is before the start, or after the end, of the window and to not dial that contact.

HTH

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Paul Simpson
Views expressed are my own and do not necessarily reflect those of my employer.
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