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  • 1.  Outbound Rules

    Posted 11-08-2022 13:24
    Hi community!

    Im configuring an outbound rule where I need to execute a data action with each contact if it is not reached, at the begining I tried to do it configuring a rule with category Wrap-Up and call analysis = person & then I invert the condition, to execute this WS every time its not a contact but it doesnt match for all cases, for example when the contact hangs up when its in the queue, so then I configured 3 different rules the first two with call analisys = busy and no answer, the third rule I configured with system disposition = Outbound Disconnect, Outbound Ambiguous, Outbound Machine & Outbound failed to reach an agent but I found others system disposition that they are not matching the rule there are some examples: ININ-OUTBOUND-SIT-CALLABLE, ININ-OUTBOUND-SIT-UNCALLABLE, ININ-OUTBOUND-NUMBER_COULD_NOT_BE_DIALED, ININ-OUTBOUND-NUMBER-UNCALLABLE-SKIPPED, ININ-OUTBOUND-CONTACT-UNCALLABLE-SKIPPED, ININ-OUTBOUND-INVALID-PHONE-NUMBER, ININ-OUTBOUND-FAX, ININ-OUTBOUND-ON-DO-NOT-CALL-LIST. How can I execute my data action when this kind of events happens durign a campaign?

    Thanks in advanced!


    #Outbound

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    Ling. Roberto Vallejo Hernandez
    Sixbell México
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  • 2.  RE: Outbound Rules

    Posted 11-09-2022 01:20
    Have not tested this but its worth the try.
    1. Create a Outbound Flow that routes all live person calls to Queue
    2. point your campaign to this Outbound Flow
    3. within the Outbound Flow set a Default Wrap-up like OB Abandoned
    4. Create a Wrap-Up rule that looks for Wrap-Up OB Abandoned


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    Reginald
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  • 3.  RE: Outbound Rules

    Posted 11-09-2022 12:36
    Thanks Reginald!

    But in this case the calls will be transfered to the flow only if its a live person, so the system dispositions "ININ-OUTBOUND-SIT-CALLABLE, ININ-OUTBOUND-SIT-UNCALLABLE, ININ-OUTBOUND-NUMBER_COULD_NOT_BE_DIALED, ININ-OUTBOUND-NUMBER-UNCALLABLE-SKIPPED, ININ-OUTBOUND-CONTACT-UNCALLABLE-SKIPPED, ININ-OUTBOUND-INVALID-PHONE-NUMBER, ININ-OUTBOUND-FAX, ININ-OUTBOUND-ON-DO-NOT-CALL-LIST" will never arrive to this flow isnt?

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    Ling. Roberto Vallejo Hernandez
    Sixbell México
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  • 4.  RE: Outbound Rules

    GENESYS
    Posted 12-06-2022 05:23

    Hello Roberto and Reginald,

    The Genesys User Experience (UX) Research team is running a study around the topic of Inbound and Outbound campaigns.

    ABOUT THE STUDY:   

    • Date: from December 1st to 16th
    • Type of study: video chat with one of our researchers 
    • Length: 45 minutes
    • Location: Remote – via Zoom 
    • Your reward: $75 USD or 5,000 GCAP Points, 1-2 weeks after participation

          

    TO PARTICIPATE, COMPLETE THE FORM BELOW 👇

    https://app.smartsheet.com/b/form/b0b0843fa7194654aeafdde4e87a4758

     

    If you're selected to participate, we'll email you more details about the study and set a time for your session. 

       

    IF YOU STILL HAVE QUESTIONS:   

    Email us at SponsorUserProgram@genesys.com

        

    We look forward to meeting with you!  

     

    Best,

    UX Research Team



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    Lais Freitas
    Genesys - Employees
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