Genesys Cloud - Main

 View Only

Discussion Thread View

  • 1.  Redial Contacts if call did not go out from Dialer

    Posted 14 days ago
    Edited by Rajath Kumar B R 14 days ago
    I have a campaign and an attached calling list to it, which runs successfully.
     
    I see some of the contacts in the calling list were never dialed by the dialer and having disposition code as
    ININ-OUTBOUND-STUCK-INTERACTION
    ININ-OUTBOUND-DISCONNECT
    ININ-OUTBOUND-BUSY
    ININ-OUTBOUND-AMBIGUOUS
    ININ-OUTBOUND-NUMBER_COULD_NOT_BE_DIALED
     
    Is there any way in Genesys to auto redial them since the call did not go out of the dialer in first attempt ?


    #Outbound

    ------------------------------
    Rajath

    ------------------------------



  • 2.  RE: Redial Contacts if call did not go out from Dialer

    Posted 13 days ago

    You might try using a Wrap-up Call Rule.  
    Set the conditions to the system disposition you're looking for and setup a callback in the action portion.



    ------------------------------
    Chris Martin
    Genesys Cloud Analyst
    ------------------------------

    Original Message


  • 3.  RE: Redial Contacts if call did not go out from Dialer

    Posted 13 days ago
    Edited by Rajath Kumar B R 13 days ago

    I have tried the Wrap-up call rule, however in the set condition I don't see all the Wrap-up codes, I see only the attached Wrap-Up codes.


    And what is the action type to be used for retrying the number ?



    ------------------------------
    Rajath
    ------------------------------

    Original Message


  • 4.  RE: Redial Contacts if call did not go out from Dialer

    Posted 12 days ago

    Yeah I ran into that too.

    Some of my rules use the Call Analysis in the condition using the invert clause.

    i.e. Condition says if CA was Live person (Use the invert, so anything that's not Live Person) Then do Something.

    Basically set that type of thing up for all the known CAs (Live Person, Voice Mail),  Anything else recall (maybe) !



    ------------------------------
    Chris Martin
    Genesys Cloud Analyst
    ------------------------------

    Original Message


  • 5.  RE: Redial Contacts if call did not go out from Dialer

    Posted 11 days ago
    Edited by Rajath Kumar B R 11 days ago

    Thanks for this, But what will be the Call Analysis Disposition for Voicemail, Is it Machine in the below screenshot.



    ------------------------------
    Rajath 
    ------------------------------

    Original Message


  • 6.  RE: Redial Contacts if call did not go out from Dialer
    Best Answer

    GENESYS
    Posted 11 days ago

    Voicemail / Answer machine >> would be Machine indeed.

    But you might also want to review the records that were marked as one of the three below, it would indicate something wrong with the number or dial plan. More information can be found here on what those codes mean.

    ININ-OUTBOUND-STUCK-INTERACTION
    ININ-OUTBOUND-AMBIGUOUS
    ININ-OUTBOUND-NUMBER_COULD_NOT_BE_DIALED


    ------------------------------
    Hermina Cosic
    Senior Solution Architect
    ------------------------------

    Original Message


Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources