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  • 1.  Outbound Dialer - Leave message upon voicemail

    Posted 10-01-2018 18:46
    No replies, thread closed.
    I would like to set up an outbound dialer campaign, either preview or progressive, where when the agen hears a voice mail or answering machine, they can just hit a button to leave a prerecorded message.

    So, I set up the Call Analysis Response so that upon hearing a voice, it transfers to agent and upon a voice mail, it should leave a message (that I already set up)  The problem is, out of all my tests, this message is not being left.  I think because it's hard to tell how long a persons message goes before the "beep".  (See screenshots of current Outbound Flow for the voice mail)

    So, I was wondering If I could get around this and drive all calls to agents, and upon a voicemail, they can just drop a message and move to the next call.

    Any ideas?  
    Call analysis

    Outbound flow

    ------------------------------
    Christina Ross
    National Media Calls
    ------------------------------


  • 2.  RE: Outbound Dialer - Leave message upon voicemail

    Posted 10-02-2018 03:38
    No replies, thread closed.

    Hi Christina,

     

    We use auto detection for that and dialler will transfer the call to the selected outbound campaign on the dialler setup page here:

     

     

    Screenshot from 2017R3 P16 – PureConnect dialler

     

    I know in the past we used a button for a pre-recorded message, but that was another version of PureConnect dialler (3.0).

     

    Does this help?

     

    Ruud Reinold
    Telecommunications Services Manager, Capquest Group Ltd
    Office and fax: 03339998111 Mobile: 07702883881
    Email: rreinold@capquest.co.uk
    Templer, Templer Avenue, Farnborough, GU14 6FE.
    Website: www.capquest.co.uk

    Capquest is part of Arrow Global Group Plc. For more information visit www.arrowglobal.net
    This e-mail is intended solely for the addressee, is strictly confidential and may also be legally privileged. If you are not the addressee please do not read, print, re-transmit, store or act in reliance on it or any attachments. Instead, please email it back to the sender and then immediately and permanently delete it. E-mail communications cannot be guaranteed to be secure or error free, as information could be intercepted, corrupted, amended, lost, destroyed, arrive late or incomplete, or contain viruses. We do not accept liability for any such matters or their consequences. Anyone who communicates with us by e-mail is taken to accept the risks in doing so. Opinions, conclusions and other information in this e-mail and any attachments are solely those of the author and do not represent those of Capquest Group Limited or any of its subsidiaries unless otherwise stated. Capquest Group Limited is registered in England and Wales. Number 4936030. Registered office Belvedere, 12 Booth Street, Manchester, M2 4AW. Capquest Debt Recovery Limited and Capquest Mortgage Services Limited are authorised and regulated by the Financial Conduct Authority for accounts formed under the Consumer Credit Act 1974 (amended 2006). Capquest Debt Recovery is a member of the Credit Services Association. Capquest Group Limited and its subsidiaries are part of Arrow Global Group Plc (registered number 08649661). This communication is from the company named in the sender's details above.




    Original Message


  • 3.  RE: Outbound Dialer - Leave message upon voicemail

    Posted 10-02-2018 04:02
    No replies, thread closed.
    Hello Christina

    If you check "Disable Answering Machine Detection" all calls (live voice and machine) are routed to agents if you select Transfer in the combo

    Result Set
    Ruud, I´m afraid you are talking about Dialer in PureConnect.

    Hope it helps.

    ------------------------------
    Iván
    ------------------------------

    Original Message


  • 4.  RE: Outbound Dialer - Leave message upon voicemail

    Posted 10-02-2018 12:22
    No replies, thread closed.
    Thank you,  And Yes, I'm using Purecloud 3.

    Ok, so if I route all calls (live and answering machines) Can I add something in the script that the agent can press to leave a wav. file upon getting a voice mail?

    Does anyone have an easy way, in an outbound campaign, for the agent, or system, to leave a prerecorded voice mail upon the voice mail answering?

    Thansk

    ------------------------------
    Christina Ross
    National Media Calls
    ------------------------------

    Original Message


  • 5.  RE: Outbound Dialer - Leave message upon voicemail
    Best Answer

    Posted 10-02-2018 15:17
    No replies, thread closed.
    1) Create an inbound call flow with just a starting task.  It should play your message then hang up.  I assume your agents won't wait until the callee's voicemail message is finished to transfer them, so you might want to have a few seconds of blank audio in the flow, or repeat the message to ensure the callee gets the whole thing recorded.  Maybe both.
    2) Create an IVR that points to the flow.  I'm assuming you have an extra phone number that you can use for this.
    3) In the agent's script, add a button that does a blind transfer to the ivr's phone number.

    https://help.mypurecloud.com/articles/set-starting-task/
    https://help.mypurecloud.com/articles/available-script-actions/

    ------------------------------
    Melissa Bailey
    Genesys - Employees
    ------------------------------

    Original Message


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