Genesys Cloud - Main

 View Only

Discussion Thread View

  • 1.  Outbound Campaigns.

    Posted 15 days ago

    Hello,

    I created test preview, predictive, and progressive campaigns in Genesys Cloud. I uploaded a call list to all three campaigns. The preview campaign is working normally, and I can make calls and have conversations. However, when it comes to progressive and predictive campaigns, the call is made, but after the answer, the call is not transferred to the agent.

    I think the issue lies with how I've set up the outbound flow incorrectly. Can someone please send me a video tutorial on campaign creation where all the steps are explained in detail? I found some videos from Dynamic Consulting on YouTube that are a bit unclear to me.


    #Outbound

    ------------------------------
    Beka
    ------------------------------


  • 2.  RE: Outbound Campaigns.

    GENESYS
    Posted 14 days ago

    Hello Beka! Welcome to the community, I am one of the three moderators that takes a look at the forums and tries to answer questions, give advice, etc. 

    While I don't have much experience with campaigns, if you are looking for demo's/tutorials we have our GDEMO site. I found this specific demo that might help with you. 

    Let me know if this helps or not!

    Cheers, 



    ------------------------------
    Cameron Tomlin
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------

    Original Message


  • 3.  RE: Outbound Campaigns.

    GENESYS
    Posted 11 days ago

    Just out of curiousity, why do you need to use an outbound flow?

    And what are you doing in the flow?



    ------------------------------
    Hermina Cosic
    Genesys - Employees
    ------------------------------

    Original Message


  • 4.  RE: Outbound Campaigns.

    Posted 11 days ago

    HI Beka, we may need a bit more info around your outbound flow here if you're using a flow instead of direct to queue.  Can you please maybe drop a screenshot of what the flow looks like, that includes showing the Transfer to ACD action?  Does the call just stay in queue even if agents are idle?  Can you confirm the right flow is being called based on the call analysis response you associated to the campaign?



    ------------------------------
    Vaun McCarthy
    ------------------------------

    Original Message


Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources