Genesys Cloud - Main

Dear Team,

Is there any option to fulfill this requirement?

 Contacts Prioritize

Overview – For example, I am calling Customer X, and Customer X has three contact numbers in the system. The first number is 055-555-6565, etc. Every time I call this number from Genesys, the customer does not answer. In some cases, when I reach someone, the feedback is that this is a wrong number.

Requirements - In such situations, the system should no longer recommend this number for calling. The system should automatically de-prioritize such contacts. If the customer confirms that it is a wrong number, the system should flag it as an invalid contact and must not recommend this number to agents in the future.

I have a possible solution in mind, but I'm not sure whether it will work.

Proposed Solution (based on the "Wrong Number" wrap-up code):

• The agent selects the "Wrong Number" wrap-up code after the call.

• In Rule Management, under the Wrap-up category, create a rule that schedules a callback to Phone 2 or Phone 3.

Concern:

Once Phone 1 is marked as Number Uncallable through Rule Management based on the Wrong Number wrap-up code, is there an option to automatically schedule the next callback attempt to Phone 2 or Phone 3?

Is this behavior supported through Rule Management, or is there another approach to achieve this requirement?

Hi Muhammed,

Hi,

I think Wrap-up Code Mapping is worth looking at for this use case. There was a previous community discussion that describes a very similar scenario.

In particular, if a dialed number is mapped as Number Uncallable (for example, using a "Wrong Number" wrap-up), that number won't be dialed again, and if the contact record contains additional contact numbers, the dialer will continue with those numbers. 

Community discussion:
https://community.genesys.com/discussion/why-do-we-use-wrap-up-code-mapping-in-outbound

Hope this helps.