Hi,

We are using the OB dialler function on preview dialing with multiple campaigns. When the agent arranges a call back, the calls come through as we would expect at the correct time and on the right queue.

The difficulty we are experiencing is that by the time the call back is presented, the contact and number has already reached the limit in terms of the call attempt controls and so does not allow the agent to dial from the presented call back. Call attempts are set to two and two. (The agents are currently making a call outside of the Outbound Queue to get around this).

I thought the call attempts limits were a little conservative and would constrain the call attempts unecessarily. However, the operational managers wanted to stick with this as it gave the dialling attempts they were familiar with from the previous dialler where the call back function didn't work correctly. The problem here is that the call backs do work as expected in genesys.

The only option I can see is to increase the call attempt controls to three for the contact and two for each number or even three and three to take account of those with only one number (the majority). Seems like just shifting the goalposts a little.

Has anyone else experienced this and if so what solution did you put in place? Is there a way to exclude the call back from the Call Attempt controls?

Thanks

Jeff

Hi,

We are using the OB dialler function on preview dialing with multiple campaigns. When the agent arranges a call back, the calls come through as we would expect at the correct time and on the right queue.

The difficulty we are experiencing is that by the time the call back is presented, the contact and number has already reached the limit in terms of the call attempt controls and so does not allow the agent to dial from the presented call back. Call attempts are set to two and two. (The agents are currently making a call outside of the Outbound Queue to get around this).

I thought the call attempts limits were a little conservative and would constrain the call attempts unecessarily. However, the operational managers wanted to stick with this as it gave the dialling attempts they were familiar with from the previous dialler where the call back function didn't work correctly. The problem here is that the call backs do work as expected in genesys.

The only option I can see is to increase the call attempt controls to three for the contact and two for each number or even three and three to take account of those with only one number (the majority). Seems like just shifting the goalposts a little.

Has anyone else experienced this and if so what solution did you put in place? Is there a way to exclude the call back from the Call Attempt controls?

Thanks

Jeff