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  • 1.  Outbound Campaign with Menu

    Posted 29 days ago

    Hello, 

    Our customer wants to run an outbound voice campaign with the option to play an IVR menu after the customer answers the call.

    in this menu customer can select 2 options:

    1. transfer to agent 

    2. reschedule the call 

    How this can be implemented in Genesys Cloud?

    Best regards

    Anna


    #Implementation
    #Outbound

    ------------------------------
    Anna Mazor
    ITNAV-Pro Ltd.
    ------------------------------


  • 2.  RE: Outbound Campaign with Menu

    Top 25 Contributor
    Posted 29 days ago

    Hi Anna,

    You can use an Agentless Outbound campaign, which will dial out the numbers in your contact list. You will have to configure a Call Analysis Response, through which you can transfer the call to your outbound flow whenever, the customer answers.

    In the Outbound flow, you will have to configure the menu and its associated actions.



    ------------------------------
    Thanks and Regards,
    Sriram L
    ------------------------------



  • 3.  RE: Outbound Campaign with Menu

    Posted 29 days ago

    Thank you. Is it possible to reschedule the call record if the customer wants to get the call later?



    ------------------------------
    Anna Mazor
    ITNAV-Pro Ltd.
    ------------------------------



  • 4.  RE: Outbound Campaign with Menu

    Top 25 Contributor
    Posted 29 days ago

    Hi Anna,

    Hope you're referring to calling back again using campaign if they press '2'. Yes, this can be done using a combination of setting wrap up code and Rule sets.

    • Create a new wrapup code, like 'Option2'
    • Once the customer presses '2' in the IVR, set the wrapup code as 'Option2', via Toolbox -> Flow -> Set Wrapup code
    • In the Rule Set, you can create a Wrapup rule where  in the condition you should select Wrapup code and select the code 'Option2'
    • Under Actions, you can use the default schedule callback functionality to schedule the call after 'x' mins.



    ------------------------------
    Thanks and Regards,
    Sriram L
    ------------------------------



  • 5.  RE: Outbound Campaign with Menu

    Posted 29 days ago

    thanks a lot



    ------------------------------
    Anna Mazor
    ITNAV-Pro Ltd.
    ------------------------------



  • 6.  RE: Outbound Campaign with Menu

    Posted 29 days ago

    Dear Sriram L,

    I still have a problem, when I am creating the "rule", I can select only the "outbound campaigns wrapup codes:

    I created the "new" WrapUp" code -- "Rescheluler"

    What am I doing wrong?

    Best Regards,

    Yvgeni



    ------------------------------
    Best regards,

    Yvgeni Liberman
    ITNAV-Pro Ltd.
    ------------------------------



  • 7.  RE: Outbound Campaign with Menu
    Best Answer

    Top 25 Contributor
    Posted 29 days ago

    Hi,

    You can assign this wrapup code to one of the queues that you have (You can also create a dummy queue).

    Post that in the Rules main page, you can see an option where you can select a queue to refer wrapup codes. Once selected and saved, your wrapup code will reflect in the conditions.



    ------------------------------
    Thanks and Regards,
    Sriram L
    ------------------------------



  • 8.  RE: Outbound Campaign with Menu

    Posted 26 days ago

    Dear Sriram L,

    Many thanks for the help,

    I found my "mistake".



    ------------------------------
    Best regards,

    Yvgeni Liberman
    ITNAV-Pro Ltd.
    ------------------------------



  • 9.  RE: Outbound Campaign with Menu

    Posted 27 days ago

    Anna,

    One thing to be careful of is making sure you have Agents available.

    When using an "Agented" campaign, Dialer dials based on the availability, or anticipated availability, of agents On Queue. I cannot do this for Agentless (since there aren't any!) so there is no9thing to prevent it dialing even if nobody is logged in, or there are insufficient people logged in, to deal with people selecting "1".

    Two solutions, each with drawbacks:

    1. Just make sure there are always enough agents logged in and On Queue! This is manual, and open to mistakes.
    2. Use an "Agented" campaign (Predictive, Power of Progressing) but have the Live Person option go to the Outbound Flow. It will no9w only dial when it has Agents to process the calls, but will result in lower Agent utilization (since all the calls that go to the Callback option were expected by the algorithm to go the the Agents. This is good if you expect the majority of callers to choose "1".



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



  • 10.  RE: Outbound Campaign with Menu

    Posted 26 days ago

    thank you



    ------------------------------
    Anna Mazor
    ITNAV-Pro Ltd.
    ------------------------------



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