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  • 1.  State Suppression Do Not Dial, Set Date Rule 'Expires'

    Posted 08-23-2023 09:55
    No replies, thread closed.

    We are currently transitioning from PureConnect to Genesys Cloud CX.  In PureConnect we have utilized Policy Sets for any No Call rules for specific states (holidays, state suppressions, etc.).  In PureConnect we have individual Pre-Call policies for each state and the time frame the Do Not Dial rule is valid for.  For example, if LA is unable to be called on 8/24 we have a condition for the state attribute from our contact list equal to LA and a condition for the time-frame starting on 8/24 to 8/24 between 12am - 11:59pm.  If these conditions are met we set the Call Routing to Do Not Dial.

    We are in the process of moving our Policies over to Call Rule Sets in Genesys Cloud CX, we are able to set rules specific to the state field in the contact list however we do not see an option to set a timeframe the rule should be valid for.  Is there a way to configure a date/time range to a rule so that automatically 'disables' when outside of the specified date range?  Any insight/suggestions on how to handle this would be greatly appreciated.  Thank you!


    #Implementation
    #Outbound

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    Christopher Piekarz
    DialAmerica Marketing, Inc.
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  • 2.  RE: State Suppression Do Not Dial, Set Date Rule 'Expires'

    Posted 09-04-2023 23:30
    No replies, thread closed.

    You are going to run into roadblock after roadblock with the rule sets in Genesys Cloud.  Based on what you are describing, I would STRONGLY (emphasis added for emphasis) that you create an external web service that looks at all the permeations you have and then use a single pre-call rule to say dial or not dial.  



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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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