1119 | 2022-11-22 11:53:04 UTC | #1
Hi, Our company is currently running an Outbound Agentless Dialing campaign. As far as I know, Genesys System automatically records 0 or 1 in the 'ContactCallable' field, when the cell number is exhausted. However, it seems like Genesys system is marking it '0 - not callable', even though the customer hung up before it actually transfers to the designated number. To be specific, even though the customer hung up before the call was not transferred, Genesys determines that the call was connected to the customer and maps the wrap-up code "ININ-OUTBOUND_TRANSFERRED-TO-FLOW".
So I was wondering if theres any certain Genesys API or Genesys feature that can distinguish whether the customer is not yet 'transferred', so that when we recollect the missed calls, we can dial them again.
system | 2022-12-23 11:54:00 UTC | #2
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