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  • 1.  Adding Do NOT Call button to scripter help?

    Posted 07-06-2023 20:51
    No replies, thread closed.

    Hi Guys 

    I'm trying to figure out how to get this function working.

    I've added button into scripter titled = Do Not Call

    objective is so that when an agent is presented with customer details and while in preview mode they have the option to cancel the call which is by pressing the "Do Not Call" button and it should register the customer phone details in the "Do Not Call" list. 

    However i cannot find anywhere to link this button to such DNC list? can you please advise or point me if there's another option to this?

    Thanks

    Adam


    #Outbound

    ------------------------------
    Adam Kim
    Australian Unity Group Services Pty Ltd
    ------------------------------


  • 2.  RE: Adding Do NOT Call button to scripter help?

    Posted 07-06-2023 21:05
    No replies, thread closed.

    You need to use the Add to Do Not Call Component.  Refer to this article:  Available script actions - Genesys Cloud Resource Center (mypurecloud.com)

    This action allows an agent to add numbers to a specific Do Not Call (DNC) list. As a result, campaigns that use that DNC list never call the number again. As a best practice, scripts must provide agents with this option as a courtesy to customers, as well as to comply with applicable legal requirements.

    1. Click Scripter.Add to Do Not Call List. This action takes two arguments.
    2. Select the Do Not Call List list to add the contact to.
    3. In the Phone Number box, insert the number you want to add to the DNC list.
    4. If you want to add an expiration date for the DNC list, in the Expiration box, insert a string variable associated with a date picker component.


    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 3.  RE: Adding Do NOT Call button to scripter help?

    Posted 07-06-2023 22:02
    No replies, thread closed.

    Thanks for this Robert.

    so I've managed to add this into scripter

    however when testing the button in scripter all it does was gave me a notification to say "Successfully registered to Do Not Call List" .. it doesnt give me option to enter in the phone details and expiry date as it should... I've checked Do Not Call list and shows as empty 

    Sorry am i doing something wrong?



    ------------------------------
    Adam Kim
    Australian Unity Group Services Pty Ltd
    ------------------------------

    Original Message


  • 4.  RE: Adding Do NOT Call button to scripter help?

    Posted 07-06-2023 23:40
    No replies, thread closed.

    That function (tool) does not allow for the deletion date, so you would have to use a Data Action with the Do Not Call API to input a date after you insert a date collector in your script.



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 5.  RE: Adding Do NOT Call button to scripter help?

    Posted 07-07-2023 00:20
    No replies, thread closed.

    I see - Do Not call data action requires an API in order to make it a LIVE update to DNC list. 

    So is there anything besides this that can stop to the call during preview time for the agent or all I can do is "begin call" and then ""end call" on scripter and disposition the contacts after that.

    Many thanks



    ------------------------------
    Adam Kim
    Australian Unity Group Services Pty Ltd
    ------------------------------

    Original Message


  • 6.  RE: Adding Do NOT Call button to scripter help?

    Posted 07-07-2023 00:28
    No replies, thread closed.

    No, the API is only needed for the automatic removal from the DNC list.

    As for the second question, you can allow agents to skip the contact, but that has a timer as well.



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 7.  RE: Adding Do NOT Call button to scripter help?

    Posted 07-07-2023 00:41
    No replies, thread closed.

    Ahh ok Skipping it is...

    I just wanted to clarify Robert that in my previous response when i say that i could use the function Do Not Call ... it really didn't work at all for me. 

    I'm guessing this is the a challenging process to explain.. 

    after using the method you have suggested.. it really didn't log the contact phone to the DNC list at all... its just simply provide a FALSE notification to say that it was successfully added to the DNC list and thats it... it continued to dial the phone number after the preview timer is finished. 



    ------------------------------
    Adam Kim
    Australian Unity Group Services Pty Ltd
    ------------------------------

    Original Message


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