Genesys Cloud CX

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  • 1.  Outbound Dialler - Multiple Campaigns and Public Holidays - How to schedule

    Posted 07-05-2022 02:00
    I am hoping someone in this group can help me with a sticky question.
    We are running multiple campaigns across multiple states and time zones. Each of those campaigns will have different Public Holidays so each will need it's own schedule
    I am in Australia so don't have the same Time Zone configuration options available elsewhere so am looking to do it manually
    I started by using the schedule in the outbound dialler section and have discovered this is very time draining
    I have thought about using Divisions and placing the queues into those to allow me to quickly create schedules that way but I am afraid of what that will do to the rest of the system configuration
    Does anyone have a quick and easy solution to how to configure and schedule these?
    Thanks
    #Outbound

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    Melinda Roberts
    Latrobe Health Services
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  • 2.  RE: Outbound Dialler - Multiple Campaigns and Public Holidays - How to schedule

    Posted 13 days ago
    You mean not everyone follows US time zones?

    So, I would definitely suggest you use a different Contactable Time Set for each State for the times required.  The hard part is the days not to call just like our mini-TCPA rules we have in the US.  In reality, I doubt you are going to get anything effective in Genesys Cloud natively.  Best bet is just to use a pre-call rule that checks against a database containing the rules.  We have Geoscrub with DNC.com for over here, but not sure they offer the same down under.  You could host a web service that checks against the national Do Not Call list and then the local state holidays to determine if you can call.  I did find this guide, which should get you the information you need:  A guide to Australian telemarketing and spam call laws | CallRail.  CallRail might have a product like DNC.com.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Outbound Dialler - Multiple Campaigns and Public Holidays - How to schedule

    Posted 13 days ago
    Thank you so much Robert, a few options there for me to look at, hopefully a solution may be included within the software one day but for now I'll look into the options you suggested

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    Melinda Roberts
    Latrobe Health Services
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