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  • 1.  Outbound escalation flow

    Posted 03-22-2024 10:34
    Edited by Mihai Vasiloiu 03-22-2024 10:36
    No replies, thread closed.

    Hello,

     I have the following business case: customer calls in the contact center, leveas a voice mail, when this is done an outbound call is done. the outbound call is repeated 5 times at 5 min intervals. if no one answers an outbound call is performed to a second number which is an escalation.

     This case happens during the night for critical cases and the outbound call is supposed to wake up the agent so he could login and check the voicemail and escalate if he doesn't answer.

    What I did until now:

    1. set up a DID when the customer leaves a message
    2. set up an always running agentless campaign
    3. set up a trigger so when the Voice Mail is finished a contact is pushed in the campaigns calling list

     So this works all right, what I don't know, and I hope some one can help me, is how do I start a second campaign when the first one is finished without the wakeup call being answered? I don't know how to implement the escalation call.

     Any ideas would be appreciated, even if it would mean changing my approach on the entire solution.

    Regards,
    Mihai


    #Outbound

    ------------------------------
    Mihai Vasiloiu
    Swisscom (Schweiz) AG
    ------------------------------



  • 2.  RE: Outbound escalation flow

    Posted 03-25-2024 04:14
    No replies, thread closed.

    no one has any ideas here?



    ------------------------------
    Mihai Vasiloiu
    Swisscom (Schweiz) AG
    ------------------------------



  • 3.  RE: Outbound escalation flow

    Posted 03-25-2024 08:14
    No replies, thread closed.

    Hi Mihai,  

       Have you considered using a data action in the Campaign Rules to trigger the contact being added to another campaign or maybe just the current campaign?       

    Chris Martin

    Manager, Genesys Cloud Platform

    Chris.Martin@ccsmed.com 



    ------------------------------
    Chris Martin
    CCS Medical, Inc.
    ------------------------------

    Original Message


  • 4.  RE: Outbound escalation flow

    Posted 03-25-2024 07:55
    No replies, thread closed.

    Did you look into sequences?

    Sequences view - Genesys Cloud Resource Center (mypurecloud.com)

    Can you explain better? "I don't know how to implement the escalation call"?



    ------------------------------
    Matthew Raleigh
    Thermo Fischer CRG
    Sr. IT COMM Eng.
    ------------------------------



  • 5.  RE: Outbound escalation flow
    Best Answer

    Posted 03-25-2024 10:12
    No replies, thread closed.

    I feel I am very close by using a combination of both your answers.

    1. I created two Campaigns and configured them in a Sequence
    2. it works well. tries to call first number 5 times as configured and when it's over, Campaign 2 is started and dials the second number 5 times

    the issue is that Campaign 2 should be triggered only if the call was not answered in Campaign 1.  And for this I think I should implement a Call Rule as Martin mentioned. I don't know though, who could such rule be implemented

    Thank you for your answers



    ------------------------------
    Mihai Vasiloiu
    Swisscom (Schweiz) AG
    ------------------------------

    Original Message


  • 6.  RE: Outbound escalation flow

    Posted 03-25-2024 10:47
    No replies, thread closed.

    You can use a wrapup call rule to set a value on a column if there is no answer or use the system wrapup. (ININ-OUTBOUND-NO-ANSWER). Then create a filter on the contact list to call only the contacts with that value or wrapup. 



    ------------------------------
    Matthew Raleigh
    Thermo Fischer CRG
    Sr. IT COMM Eng.
    ------------------------------

    Original Message


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