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Caitlin Caitlin Kaphaem

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RE: two campaignwith the same contact list

Posted By Caitlin Caitlin Kaphaem 07-02-2019 13:41
Found In Egroup: Genesys Cloud - Main \ view thread
Diana, Thank you for posting your question. At this time I can't think of a better solution. They could have a skill for each agent and have an outbound rule that adds a skill to the call based on something in the list that would identify which agent it belongs to. Then it would use skills based routing ...

RE: Progressive Dial

Posted By Caitlin Caitlin Kaphaem 10-23-2018 10:32
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Angelia, This change has not been in place for months and would also not impact the time it takes for calls to reach agents. If you are seeing continued issues with that though please create a support ticket with care. Thanks, Caitlin ------------------------------ Caitlin Kaphaem Genesys ...

RE: Progressive Dial

Posted By Caitlin Caitlin Kaphaem 10-23-2018 10:31
Found In Egroup: Genesys Cloud - Main \ view thread
Darryn, This improvement was not communicated in the release notes. The reason for that is it's more of a bug fix rather then a new feature. The only thing that would be improved is running agents on multiple progressive/preview campaigns will now always dial one call per agent like each of those ...

RE: Progressive Dial

Posted By Caitlin Caitlin Kaphaem 10-22-2018 10:43
Found In Egroup: Genesys Cloud - Main \ view thread
Peter Dimatulac, Hello, thank you for posting your question. There has been a recent change to how preview/progressive campaigns work that you may be interested in. Old Behavior: The way it used to work is that each progressive or preview campaign that an agent was available for would get an independent ...

RE: two campaignwith the same contact list

Posted By Caitlin Caitlin Kaphaem 06-29-2018 08:53
Found In Egroup: Genesys Cloud - Main \ view thread
Elisa Rolland, Thank you for taking the time to post your question. Unfortunately you cannot run 2 campaigns on the same contact list even if they have different contact list filters. Out of curiosity what is the reason you want it to be in the same contactlist but the filters don't have any overlap ...

RE: Outbound Dialer and Callbacks scheduled

Posted By Caitlin Caitlin Kaphaem 05-14-2018 12:11
Found In Egroup: Genesys Cloud - Main \ view thread
Darryn Chang, Scheduled callbacks that are created from a campaign call will go through all of the same checks as if the campaign were placing it. This article talks some about the interaction between callbacks and campaigns https://help.mypurecloud.com/articles/callbacks-in-campaigns/. The checks ...

RE: Outbound Dialer and Callbacks scheduled

Posted By Caitlin Caitlin Kaphaem 05-10-2018 10:01
Found In Egroup: Genesys Cloud - Main \ view thread
Darryn Chang, Thank you for posting your question on the community board. Currently we do not have agent owned callbacks as a feature. It is highly requested and something that is high on the roadmap list for outbound. The agent can select "Route callback to me if possible" on the callback pane on ...

RE: Basic Outbound Campaign Sequencing

Posted By Caitlin Caitlin Kaphaem 05-03-2018 12:46
Found In Egroup: Genesys Cloud - Main \ view thread
Hello Justin Green! I have a follow up question to try to diagnose what is going on with your sequence. Does the first campaign ever go to a complete state where it has the green check mark? If you are using recalls on the first campaign then it will not go to complete until all of the recalls are ...

RE: Is this possible to use expression (variable and functions) to set the value of a contact field with the pre-call rules?

Posted By Caitlin Caitlin Kaphaem 02-13-2018 13:38
Found In Egroup: Genesys Cloud - Main \ view thread
Marc, Currently there is not a way to append to a field in a rule. You can set the current timestamp to a field during wrap up, which would tell you the time it was wrapped up. There is also a field in the export that gives you the last result of the number. Please submit a feature enhancement ...

RE: We have recently started outbound call campaigns and I am looking for information on how scheduled call backs work with a campaign.

Posted By Caitlin Caitlin Kaphaem 11-13-2017 14:05
Found In Egroup: Genesys Cloud - Main \ view thread
Michael, Yes that is correct and should work. When a campaign has a contact that is filtered out at the beginning because of a contact list filter it won't run pre call rules on it. So that pre call rule in step #4 won't be run until the scheduled callback comes in. Thanks, Caitlin ...

RE: We have recently started outbound call campaigns and I am looking for information on how scheduled call backs work with a campaign.

Posted By Caitlin Caitlin Kaphaem 11-10-2017 18:47
Found In Egroup: Genesys Cloud - Main \ view thread
Michael, That is a good question. We have had that come up a few times. The work-around right now is to use contact list filters. They will run against contacts on the campaign recycle but they will not limit scheduled callbacks. Here is an example: Agent schedules a callback and wraps ...

RE: We have recently started outbound call campaigns and I am looking for information on how scheduled call backs work with a campaign.

Posted By Caitlin Caitlin Kaphaem 11-09-2017 20:59
Found In Egroup: Genesys Cloud - Main \ view thread
Hello Amanda, Here is some basic information about scheduled callbacks and how they work with campaigns. We are currently working on adding a documentation page for this. Once we have that I will link it to this comment. There are 3 different ways you can schedule a callback that will ...

RE: Adding Delay to Outbound Call

Posted By Caitlin Caitlin Kaphaem 10-03-2017 18:16
Found In Egroup: Genesys Cloud - Main \ view thread
Hello Peter, There isn't a way right now to directly add a delay to a contact being added to a campaign. I do have a couple of ideas about how you may solve this though: I'm guessing the contact is being added to the contact list through an public API request with the priority=true header. ...

RE: Can an Email be sent from within an Outbound Calling campaign via input fields and a template?

Posted By Caitlin Caitlin Kaphaem 10-03-2017 18:05
Found In Egroup: Genesys Cloud - Main \ view thread
Juan, Thank you for the description that helps to narrow down how we could accomplish this. We are looking at adding multi-channels (email and text messaging) to outbound currently and are building use cases right now for how it should work. I will link this example to our project. Like I said ...

RE: Can an Email be sent from within an Outbound Calling campaign via input fields and a template?

Posted By Caitlin Caitlin Kaphaem 10-03-2017 17:44
Found In Egroup: Genesys Cloud - Main \ view thread
Hello Juan, At this time there is not a way to send an email via a campaign. Can you elaborate a little more on the use case? I'm trying to narrow down which type of these ways you would like to send an email: A campaign that only sends emails. A field on the agent script where they can send ...

RE: OUTBOUND CAMPAIGN STRATEGY

Posted By Caitlin Caitlin Kaphaem 08-25-2017 15:50
Found In Egroup: Genesys Cloud - Main \ view thread
Hello Stefano Pucci, The only issue I see with the above implementation is the resorting while the campaign is on. Right now sorting only takes place at the start of the campaign and on campaign recycles. I know some customers have used campaign rules to recycle the campaign once it is at a certain ...

RE: Delete a line item from a Contact list

Posted By Caitlin Caitlin Kaphaem 08-11-2017 14:09
Found In Egroup: Genesys Cloud - Main \ view thread
Hello Darryn Chang! When creating the contact list under the Advanced tab there is a property you can set called "Unique Identifier Column." If you add a column to your contact list that has a unique number for each contact, and then use that column in the Unique Identifier Column, then when ...

RE: Outbound Campaigns - No answer timeout

Posted By Caitlin Caitlin Kaphaem 08-08-2017 17:54
Found In Egroup: Genesys Cloud - Main \ view thread
Ana, Yes that is correct that the "ININ-OUTBOUND-NO-ANSWER" corresponds to a no answer wrap up. That means the client didn't answer and it was never routed to an agent.

RE: Outbound Campaign - Schedule callback --> Do not auto-dial

Posted By Caitlin Caitlin Kaphaem 07-10-2017 14:30
Found In Egroup: Genesys Cloud - Main \ view thread
Steven, I'm glad you found a workaround. That is a quite clever solution! Thanks for taking the time to post that for other people maybe wanting to accomplish the same thing. Have a good day!

RE: Outbound Campaign - Schedule callback --> Do not auto-dial

Posted By Caitlin Caitlin Kaphaem 07-07-2017 21:03
Found In Egroup: Genesys Cloud - Main \ view thread
Steven, Scheduled callbacks that originated from a dialer call will run through the same series of checks that a dialer call does: rules, callable times, DNC, contact uncallable, phone number uncallable, ect. Unfortunately this means that there isn't a way to tell dialer to not dial a contact ...