Genesys Cloud - Main

We have an implementation where for compliance reasons they must dial a customer's number at least twice to consider it a valid attempt.  The SIT tones don't seem to honor any of the dialing rules or attempt controls so we end up either refreshing the list or manually dialing records to meet the requirements.. either way manual intervention required.  Does anyone have similar situation?  Found a solution or a good work around?

#Outbound

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John Roberts
Solution Architect
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Hello John, 

This is an interesting behavior, I believe this is expected behavior but I am not an expert in SIT tones and there could be a solution I am not aware of from the community. 

Cheers, 

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Cameron
Online Community Manager/Moderator
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I would include a couple custom columns that can be used to track the calls.  On the first call, check for answer, busy, etc and write that information using a wrap-up rule and increment a column for attempts and to reset the contact as callable.  Then use a pre-call rule to check the number of attempts and if 2, then switch the mode to Preview so agent can call it manually.

Hi Robert, 

Thanks for your input, we were able to mark the ININ-OUTBOUND-SIT-UNCALLABLE number as a key word using Wrap up rule. 

However when i tried the Pre call rule, the SIT-UNCALLABLE numbers are not getting redialed the next time, but the valid number does as preview mode. Can you advise with regards to making SIT UNCALLABLE number as CALLABLE?

TIA

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Hariharasudan Ramachandran
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Original Message:
Sent: 01-24-2025 14:44
From: Robert Wakefield-Carl
Subject: SIT uncallable records

I would include a couple custom columns that can be used to track the calls.  On the first call, check for answer, busy, etc and write that information using a wrap-up rule and increment a column for attempts and to reset the contact as callable.  Then use a pre-call rule to check the number of attempts and if 2, then switch the mode to Preview so agent can call it manually.

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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You are going to have to automate this yourself.  On the Wrap-up rule, set a value in a custom column of your contact list like the number of times you dialed that contact or something like STOP and then in your Pre-call rule, look for that value and change to Preview for that contact.