Genesys Cloud - Main

Hi all,
i have a request from a customer who uses a Power Dialer campaign, below detailed description:

1. Campaign calls contact
2. Contact answers and is routed to a Outbound Call Flow
3. Customer is played a Menu (Press 1 to speak to agent, Press to enter an alternative time we can call you)

Questions:

1. When caller selects 2, is it possible to write the time the caller entered into the Campaign Calling List?
2. Can rules be configured on the Campaign to only dial the contact at the time the caller requested?

i have tried this via a Data Action which does create a Callback and calls at the time entered, but the callback is not scheduled via the Campaign but standard callback via the defined queue
#Outbound

------------------------------
Reginald Sheraton
------------------------------

You could.  You just have to read in that value and then check if the current time is outside of that range.  It requires a lot of logic and even more testing.  It might be easier to just create a schedule callback through the API and specify the time there.  Also, don't just ask use for a time, but give them a range like in 30 minutes, an hour, in two hours.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 08-10-2021 10:21
From: Reginald Sheraton
Subject: Schedule Callback on customer requested time

Hi all,
i have a request from a customer who uses a Power Dialer campaign, below detailed description:

1. Campaign calls contact
2. Contact answers and is routed to a Outbound Call Flow
3. Customer is played a Menu (Press 1 to speak to agent, Press to enter an alternative time we can call you)

Questions:

1. When caller selects 2, is it possible to write the time the caller entered into the Campaign Calling List?
2. Can rules be configured on the Campaign to only dial the contact at the time the caller requested?

i have tried this via a Data Action which does create a Callback and calls at the time entered, but the callback is not scheduled via the Campaign but standard callback via the defined queue
#Outbound

------------------------------
Reginald Sheraton
------------------------------

Thanks Robert,
i was hoping there is a way to look at a field like "Time", like Time Zone, in the Contact List and dial according to the time specified in the Field. Might log this as an Idea.
I did play around with your suggestion but it will not work as this is a Power Campaign and calls are only routed to Outbound Call Flow once the customer answers, so there is no way to loop the call until the correct time.

------------------------------
Reginald Sheraton
------------------------------

Original Message:
Sent: 08-10-2021 14:27
From: Robert Wakefield-Carl
Subject: Schedule Callback on customer requested time

You could.  You just have to read in that value and then check if the current time is outside of that range.  It requires a lot of logic and even more testing.  It might be easier to just create a schedule callback through the API and specify the time there.  Also, don't just ask use for a time, but give them a range like in 30 minutes, an hour, in two hours.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 08-10-2021 10:21
From: Reginald Sheraton
Subject: Schedule Callback on customer requested time

Hi all,
i have a request from a customer who uses a Power Dialer campaign, below detailed description:

1. Campaign calls contact
2. Contact answers and is routed to a Outbound Call Flow
3. Customer is played a Menu (Press 1 to speak to agent, Press to enter an alternative time we can call you)

Questions:

1. When caller selects 2, is it possible to write the time the caller entered into the Campaign Calling List?
2. Can rules be configured on the Campaign to only dial the contact at the time the caller requested?

i have tried this via a Data Action which does create a Callback and calls at the time entered, but the callback is not scheduled via the Campaign but standard callback via the defined queue
#Outbound

------------------------------
Reginald Sheraton
------------------------------

You are going to have to use a Pre-call rule that looks at the time in the column in your contact list and see if the current time is x hours or minutes from that time.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 08-11-2021 02:09
From: Reginald Sheraton
Subject: Schedule Callback on customer requested time

Thanks Robert,
i was hoping there is a way to look at a field like "Time", like Time Zone, in the Contact List and dial according to the time specified in the Field. Might log this as an Idea.
I did play around with your suggestion but it will not work as this is a Power Campaign and calls are only routed to Outbound Call Flow once the customer answers, so there is no way to loop the call until the correct time.

------------------------------
Reginald Sheraton

Original Message:
Sent: 08-10-2021 14:27
From: Robert Wakefield-Carl
Subject: Schedule Callback on customer requested time

You could.  You just have to read in that value and then check if the current time is outside of that range.  It requires a lot of logic and even more testing.  It might be easier to just create a schedule callback through the API and specify the time there.  Also, don't just ask use for a time, but give them a range like in 30 minutes, an hour, in two hours.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 08-10-2021 10:21
From: Reginald Sheraton
Subject: Schedule Callback on customer requested time

Hi all,
i have a request from a customer who uses a Power Dialer campaign, below detailed description:

1. Campaign calls contact
2. Contact answers and is routed to a Outbound Call Flow
3. Customer is played a Menu (Press 1 to speak to agent, Press to enter an alternative time we can call you)

Questions:

1. When caller selects 2, is it possible to write the time the caller entered into the Campaign Calling List?
2. Can rules be configured on the Campaign to only dial the contact at the time the caller requested?

i have tried this via a Data Action which does create a Callback and calls at the time entered, but the callback is not scheduled via the Campaign but standard callback via the defined queue
#Outbound

------------------------------
Reginald Sheraton
------------------------------