Hello,

 I have the following business case: customer calls in the contact center, leveas a voice mail, when this is done an outbound call is done. the outbound call is repeated 5 times at 5 min intervals. if no one answers an outbound call is performed to a second number which is an escalation.

 This case happens during the night for critical cases and the outbound call is supposed to wake up the agent so he could login and check the voicemail and escalate if he doesn't answer.

What I did until now:

1. set up a DID when the customer leaves a message
2. set up an always running agentless campaign
3. set up a trigger so when the Voice Mail is finished a contact is pushed in the campaigns calling list

 So this works all right, what I don't know, and I hope some one can help me, is how do I start a second campaign when the first one is finished without the wakeup call being answered? I don't know how to implement the escalation call.

 Any ideas would be appreciated, even if it would mean changing my approach on the entire solution.

Regards,
Mihai

#Outbound

------------------------------
Mihai Vasiloiu
Swisscom (Schweiz) AG
------------------------------

no one has any ideas here?

Hello,

 I have the following business case: customer calls in the contact center, leveas a voice mail, when this is done an outbound call is done. the outbound call is repeated 5 times at 5 min intervals. if no one answers an outbound call is performed to a second number which is an escalation.

 This case happens during the night for critical cases and the outbound call is supposed to wake up the agent so he could login and check the voicemail and escalate if he doesn't answer.

What I did until now:

1. set up a DID when the customer leaves a message
2. set up an always running agentless campaign
3. set up a trigger so when the Voice Mail is finished a contact is pushed in the campaigns calling list

 So this works all right, what I don't know, and I hope some one can help me, is how do I start a second campaign when the first one is finished without the wakeup call being answered? I don't know how to implement the escalation call.

 Any ideas would be appreciated, even if it would mean changing my approach on the entire solution.

Regards,
Mihai

#Outbound

------------------------------
Mihai Vasiloiu
Swisscom (Schweiz) AG
------------------------------

Hello,

 I have the following business case: customer calls in the contact center, leveas a voice mail, when this is done an outbound call is done. the outbound call is repeated 5 times at 5 min intervals. if no one answers an outbound call is performed to a second number which is an escalation.

 This case happens during the night for critical cases and the outbound call is supposed to wake up the agent so he could login and check the voicemail and escalate if he doesn't answer.

What I did until now:

1. set up a DID when the customer leaves a message
2. set up an always running agentless campaign
3. set up a trigger so when the Voice Mail is finished a contact is pushed in the campaigns calling list

 So this works all right, what I don't know, and I hope some one can help me, is how do I start a second campaign when the first one is finished without the wakeup call being answered? I don't know how to implement the escalation call.

 Any ideas would be appreciated, even if it would mean changing my approach on the entire solution.

Regards,
Mihai

#Outbound

------------------------------
Mihai Vasiloiu
Swisscom (Schweiz) AG
------------------------------

Did you look into sequences?

Sequences view - Genesys Cloud Resource Center (mypurecloud.com)

Can you explain better? "I don't know how to implement the escalation call"?

Hello,

 I have the following business case: customer calls in the contact center, leveas a voice mail, when this is done an outbound call is done. the outbound call is repeated 5 times at 5 min intervals. if no one answers an outbound call is performed to a second number which is an escalation.

 This case happens during the night for critical cases and the outbound call is supposed to wake up the agent so he could login and check the voicemail and escalate if he doesn't answer.

What I did until now:

1. set up a DID when the customer leaves a message
2. set up an always running agentless campaign
3. set up a trigger so when the Voice Mail is finished a contact is pushed in the campaigns calling list

 So this works all right, what I don't know, and I hope some one can help me, is how do I start a second campaign when the first one is finished without the wakeup call being answered? I don't know how to implement the escalation call.

 Any ideas would be appreciated, even if it would mean changing my approach on the entire solution.

Regards,
Mihai

#Outbound

------------------------------
Mihai Vasiloiu
Swisscom (Schweiz) AG
------------------------------

I feel I am very close by using a combination of both your answers.

1. I created two Campaigns and configured them in a Sequence
2. it works well. tries to call first number 5 times as configured and when it's over, Campaign 2 is started and dials the second number 5 times

the issue is that Campaign 2 should be triggered only if the call was not answered in Campaign 1.  And for this I think I should implement a Call Rule as Martin mentioned. I don't know though, who could such rule be implemented

Thank you for your answers

Did you look into sequences?

Sequences view - Genesys Cloud Resource Center (mypurecloud.com)

Can you explain better? "I don't know how to implement the escalation call"?

Hello,

 I have the following business case: customer calls in the contact center, leveas a voice mail, when this is done an outbound call is done. the outbound call is repeated 5 times at 5 min intervals. if no one answers an outbound call is performed to a second number which is an escalation.

 This case happens during the night for critical cases and the outbound call is supposed to wake up the agent so he could login and check the voicemail and escalate if he doesn't answer.

What I did until now:

1. set up a DID when the customer leaves a message
2. set up an always running agentless campaign
3. set up a trigger so when the Voice Mail is finished a contact is pushed in the campaigns calling list

 So this works all right, what I don't know, and I hope some one can help me, is how do I start a second campaign when the first one is finished without the wakeup call being answered? I don't know how to implement the escalation call.

 Any ideas would be appreciated, even if it would mean changing my approach on the entire solution.

Regards,
Mihai

#Outbound

------------------------------
Mihai Vasiloiu
Swisscom (Schweiz) AG
------------------------------