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Sean Carter

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RE: Outbound digital (email) campaigns - Prevent contacting a previously contacted contact

Posted By Sean Carter 06-10-2022 10:16
Found In Egroup: Genesys Cloud - Main \ view thread
All, I'm excited to tell you that Outbound Digital Rules are coming very soon! These will include several rule conditions and actions that behave similarly to the existing Call Rules, including options to mark a contact or any of its numbers/email addresses uncontactable for Voice, Email, or SMS! Alongside ...

RE: Update Column in Contact List

Posted By Sean Carter 02-04-2022 11:00
Found In Egroup: Genesys Cloud - Main \ view thread
Reginald, please refer to The API Documentation for the update contacts endpoint for the correct syntax. ------------------------------ Sean Carter Lead Software Engineer - Outbound Genesys ------------------------------

RE: How to reset a campaign sequence daily

Posted By Sean Carter 11-23-2021 09:48
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Bryan, You're on the right path with your schedules idea. It's possible to schedule the sequence itself to start at the same time every day, which I think would address your use case. Thanks, ------------------------------ Sean Carter Lead Software Engineer - Outbound Genesys ------ ...

RE: Outbound SMS Substitutions

Posted By Sean Carter 11-04-2021 09:54
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Kellyn, You are correct that the substitutions in the canned response must match the names of contact columns that hold the data, when using canned responses with SMS campaigns. We do not currently support any rules on SMS campaigns, including data actions, so that solution would not work. ...

RE: Start Campaign via API

Posted By Sean Carter 11-02-2021 12:39
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Anurag, The error tells you what you need to know -- some other field you provided in the update request has changed from the existing version of the campaign, and outbound campaigns can only have their `campaignStatus` changed if no other fields are changed at the same time. The request body for ...

RE: Contact Uncallable being overwritten to callable

Posted By Sean Carter 07-27-2021 13:41
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Eric, The best solution for the short term would be to configure attempt controls so that a record is not dialed more than once. However, Agent B's wrapup should not make the record callable again, so there may be another update happening in the background that is marking it as "callable" again, ...

RE: "Just in Time" Scrubbing

Posted By Sean Carter 07-22-2021 10:00
Found In Egroup: Genesys Cloud - Main \ view thread
* The JIT behavior will happen automatically for DNC lists, as long as the DNC list you added to is configured on the campaign. * If you're using a contact field to indicate DNC instead of a DNC list, a pre-call rule condition that acts on that field with a "Do Not Dial" action will have JIT behavior ...

RE: "Just in Time" Scrubbing

Posted By Sean Carter 07-21-2021 10:39
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Bryan, If you want to block calls based on phone number, we do have just-in-time DNC checks. If contacts are queued, then a number is added to a DNC list before call time, that number will be skipped without requiring a campaign recycle. You can also set the entire contact or specific numbers ...

RE: Always Running Campaign + Contactable Time Set = ININ-OUTBOUND-NOT-CALLABLE-TIME

Posted By Sean Carter 07-19-2021 10:47
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Facundo, Currently, recycling the campaign is the only way to attempt dialing for contacts that were previously skipped due to being outside their callable time. There is an idea in Aha! to keep a campaign running when there are callable-time skipped contacts and automatically redial them in their ...

RE: Not Callable Time Code

Posted By Sean Carter 07-19-2021 10:46
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Angelia and Mariano, Currently, recycling the campaign is the only way to attempt dialing for contacts that were previously skipped due to being outside their callable time. There is an idea in Aha! to keep a campaign running when there are callable-time skipped contacts and automatically redial ...

RE: On-line updating Calling lista

Posted By Sean Carter 07-01-2021 10:54
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Yvegni, Adding to Robert's answer: if you're planning to add a large number of contacts at once, the API Robert recommended can support up to 1000 records at once, but a contact list import is preferred for large batches. ------------------------------ Sean Carter Senior Software Engineer - ...

RE: Accidentally Deleted Contacts in ContacleLists

Posted By Sean Carter 06-21-2021 11:31
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Ali, While Robert is correct that there are backups for contact data, they are only backups of the current data for the event of data loss in the database. There are not incremental backups to revert accidental changes to a contact list. Thanks, ------------------------------ Sean Carter Senior ...

RE: Recall the numbers blocked by the timezone

Posted By Sean Carter 04-27-2021 11:08
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Ragheb, Currently the only native way to attempt to redial contacts that were timezone-blocked is to recycle the campaign. You can vote for functionality to handle timezone-blocked contacts automatically here: https://genesyscloud.ideas.aha.io/ideas/CLOUT-I-145 You may be able to utilize a contact ...

RE: Wrap-up codes assigned by outbound dialing

Posted By Sean Carter 03-01-2021 10:18
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Velmani, Outbound will not assign "ININ-OUTBOUND-NUMBER-UNCALLABLE-SKIPPED" unless a previous wrap-up code or an API update to the contact has already marked the number uncallable. That is what is meant by the description in the RC page. If the previous call marked the number uncallable with a ...

RE: Contact List Filter Limit

Posted By Sean Carter 12-18-2020 09:50
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Emily, There is no workaround for the predicate limit on a contact list filter, but it is a soft limit and you can request for it to be raised. Please open a case with Care and detail to them the use case for requiring more than 10 filter conditions. Thanks, ------------------------------ ...

RE: Outbound SMS Campaign with third party SMS provider

Posted By Sean Carter 11-30-2020 11:59
Found In Egroup: Genesys Cloud - Main \ view thread
Here is an Aha! idea for allowing external vendors --> https://genesyscloud.ideas.aha.io/ideas/CLDIG-I-246 Regarding other integrations like WhatsApp and Facebook, there may be ideas for that as well. ------------------------------ Sean Carter Senior Software Engineer - Outbound Genesys ---- ...

RE: Outbound SMS Campaign with third party SMS provider

Posted By Sean Carter 11-30-2020 10:49
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Valentin, SMS campaigns can only be configured with SMS numbers created within Genesys Cloud. Thanks, ------------------------------ Sean Carter Senior Software Engineer - Outbound Genesys ------------------------------

RE: Set of call Rules - Action Do Not Dial with Schedule Callback

Posted By Sean Carter 11-13-2020 13:00
Found In Egroup: Genesys Cloud - Main \ view thread
Apologies, I must have been misremembering. Wrap-up rules are not run for certain system wrapups, but they are run if pre-call rules have run. However, the "Schedule Callback" action specifically will not be run if the call has not been placed, which will be the case if there is a "Do Not Dial" action ...

RE: Set of call Rules - Action Do Not Dial with Schedule Callback

Posted By Sean Carter 11-12-2020 08:46
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Sergio, The "Do Not Dial" action causes the call to not be placed, which means no wrap-up rules will be run. This is also true for the "Mark Contact as Uncallable" and "Mark Number as Uncallable" actions if used in pre-call rules. We'll work with the documentation team to clarify that in the Configure ...

RE: Voice Campaign View - Dialing Progress

Posted By Sean Carter 10-23-2020 09:08
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Sergio, "Total Contacts" here refers to the total number of contacts that were queued. This excludes contacts that were determined to be uncallable before the campaign was started because they were marked uncallable. This does not include contacts blocked by DNC lists, attempt controls, callable ...