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Hi all, 

I am currently in the process of setting up my first outbound campaign (preview mode) and have a few questions. 

The agents will be presented with a call and will copy/paste member number into our CRM to review before dialing. 

It's possible that the agent will identify through looking at the CRM that an outbound call is not required - this might be various reasons (member has spoken to us recently, joint owner has called, etc). 

If the agent identifies that no call is required - how can they wrap the record so that a call is not placed to the member and the contact is appropriately removed from the list (I am using Wrap Code Mappings). 

Many thanks in advance, 

Isabella

#Outbound

#OutboundCalling

#OutboundCampaign

Hi,

We suggest you to try creating a wrap up code "NO_CALL_NEEDED" and try to map it with the action 'Contact Uncallable". This classification persists across multiple runs of a campaign and across campaigns using the same contact list. This way you can make sure contact is not called.

You can read more about it here Wrap Code Mapping

Hi all, 

I am currently in the process of setting up my first outbound campaign (preview mode) and have a few questions. 

The agents will be presented with a call and will copy/paste member number into our CRM to review before dialing. 

It's possible that the agent will identify through looking at the CRM that an outbound call is not required - this might be various reasons (member has spoken to us recently, joint owner has called, etc). 

If the agent identifies that no call is required - how can they wrap the record so that a call is not placed to the member and the contact is appropriately removed from the list (I am using Wrap Code Mappings). 

Many thanks in advance, 

Isabella

#Outbound

#OutboundCalling

#OutboundCampaign

Hi all, 

I am currently in the process of setting up my first outbound campaign (preview mode) and have a few questions. 

The agents will be presented with a call and will copy/paste member number into our CRM to review before dialing. 

It's possible that the agent will identify through looking at the CRM that an outbound call is not required - this might be various reasons (member has spoken to us recently, joint owner has called, etc). 

If the agent identifies that no call is required - how can they wrap the record so that a call is not placed to the member and the contact is appropriately removed from the list (I am using Wrap Code Mappings). 

Many thanks in advance, 

Isabella

#Outbound

#OutboundCalling

#OutboundCampaign

Hi Isabella

We looked into this when we switched to Genesys from our old Avaya POM. On POM agents could select a wrap-up code when skipping for various reasons.

The only option i found at that time was to create a script which had the wrap-up codes and using a data action to apply that to the interaction 

Hi all, 

I am currently in the process of setting up my first outbound campaign (preview mode) and have a few questions. 

The agents will be presented with a call and will copy/paste member number into our CRM to review before dialing. 

It's possible that the agent will identify through looking at the CRM that an outbound call is not required - this might be various reasons (member has spoken to us recently, joint owner has called, etc). 

If the agent identifies that no call is required - how can they wrap the record so that a call is not placed to the member and the contact is appropriately removed from the list (I am using Wrap Code Mappings). 

Many thanks in advance, 

Isabella

#Outbound

#OutboundCalling

#OutboundCampaign

Thank you Jasper, that's a big help!

I've been thinking a script with a data action is the best way forward too. 

I don't suppose you're comfortable to please share which Genesys API you're calling? I'm going to try and test today with /api/v2/conversations/calls/{conversationId}/participants/{participantId}/communications/{communicationId}/wrapup to see if I can get something working. 

Thanks again for your reply!

Hi Isabella

We looked into this when we switched to Genesys from our old Avaya POM. On POM agents could select a wrap-up code when skipping for various reasons.

The only option i found at that time was to create a script which had the wrap-up codes and using a data action to apply that to the interaction 

Hi all, 

I am currently in the process of setting up my first outbound campaign (preview mode) and have a few questions. 

The agents will be presented with a call and will copy/paste member number into our CRM to review before dialing. 

It's possible that the agent will identify through looking at the CRM that an outbound call is not required - this might be various reasons (member has spoken to us recently, joint owner has called, etc). 

If the agent identifies that no call is required - how can they wrap the record so that a call is not placed to the member and the contact is appropriately removed from the list (I am using Wrap Code Mappings). 

Many thanks in advance, 

Isabella

#Outbound

#OutboundCalling

#OutboundCampaign

Good to hear. you need to use 

/api/v2/conversations/${input.conversationId}/participants/${input.participantId}.

 I have also attached an export of our basic data action

Thank you Jasper, that's a big help!

I've been thinking a script with a data action is the best way forward too. 

I don't suppose you're comfortable to please share which Genesys API you're calling? I'm going to try and test today with /api/v2/conversations/calls/{conversationId}/participants/{participantId}/communications/{communicationId}/wrapup to see if I can get something working. 

Thanks again for your reply!

Hi Isabella

We looked into this when we switched to Genesys from our old Avaya POM. On POM agents could select a wrap-up code when skipping for various reasons.

The only option i found at that time was to create a script which had the wrap-up codes and using a data action to apply that to the interaction 

Hi all, 

I am currently in the process of setting up my first outbound campaign (preview mode) and have a few questions. 

The agents will be presented with a call and will copy/paste member number into our CRM to review before dialing. 

It's possible that the agent will identify through looking at the CRM that an outbound call is not required - this might be various reasons (member has spoken to us recently, joint owner has called, etc). 

If the agent identifies that no call is required - how can they wrap the record so that a call is not placed to the member and the contact is appropriately removed from the list (I am using Wrap Code Mappings). 

Many thanks in advance, 

Isabella

#Outbound

#OutboundCalling

#OutboundCampaign