One more related question for phone calls directed to an IVR.
I have an agentless voice campaign the uses a Call Analysis Response to detect live voice and voicemails.
I have one phone number in my contact list that cannot use that Call Analysis and must use another Call Analysis to transfer to a flow when the line is connected.
Most phone contacts use this rule
One phone contact needs this rule
I investigated a pre-call rule, but I did not see the ability to change to another campaign or call analysis response.
Any ideas on how to accomplish my task using the campaign settings?
My fallback solution is to modify the process that adds phone numbers to the contact list. When I detect the phone number, I will send it to a second campaign and second contact list.
Thanks in advance for your ideas,
David
------------------------------
David Martinez
Architect
------------------------------
Original Message:
Sent: 02-25-2025 09:51
From: George Ganahl
Subject: Outbound campaign to a customer phone number with an IVR menu
That "Press 1..." prompt is a great addition!
------------------------------
George Ganahl GCP, GCSME, ICCE, ICHD, etc.
Technical Adoption Champion
Genesys
Original Message:
Sent: 02-25-2025 09:36
From: David Martinez
Subject: Outbound campaign to a customer phone number with an IVR menu
Thanks to all. I have a working solution. I was lucky because the IVR accepts voice and DTMF. So I voice recorded a prompt stating "one" and used that in the Outbound Call flow. I used that prompt and blanks to allow the IVR to recognize the prompt (Blank (5 seconds), My_OnePrompt, Blank (5 seconds), My_OnePrompt).
I then added a loop and a collect input in the Outbound flow while I wait for an agent to answer. When the agent answers, the collect input states "This is XYZ with an important message. Please press 1 to hear this message". Then I play the intended message.
I did disable Post-Connect Call Analysis.
Regards,
David
------------------------------
David Martinez
Architect
Original Message:
Sent: 02-21-2025 13:12
From: George Ganahl
Subject: Outbound campaign to a customer phone number with an IVR menu
You would have to play with the Outbound Call flow to see if you can create a prompt which is able to navigate the IVR, somehow detect when an agent answers, and play another prompt...that will probably require Bot flow functionality as well. Let us know if you figure something out.
------------------------------
George Ganahl GCP, GCSME, ICCE, ICHD, etc.
Technical Adoption Champion
Genesys
Original Message:
Sent: 02-20-2025 13:05
From: David Martinez
Subject: Outbound campaign to a customer phone number with an IVR menu
Hi Outbound Campaign experts,
I have a use case on my outbound dial campaign for one customer phone number contact where the phone number has a greeting and IVR menu options.
Can I configure an outbound agentless solution that automatically selects one of those IVR menu options and then plays an message to the customer agent that answers the call?
Regards,
David
#Outbound
------------------------------
David Martinez
Architect
------------------------------