Hi community!

Im configuring an outbound rule where I need to execute a data action with each contact if it is not reached, at the begining I tried to do it configuring a rule with category Wrap-Up and call analysis = person & then I invert the condition, to execute this WS every time its not a contact but it doesnt match for all cases, for example when the contact hangs up when its in the queue, so then I configured 3 different rules the first two with call analisys = busy and no answer, the third rule I configured with system disposition = Outbound Disconnect, Outbound Ambiguous, Outbound Machine & Outbound failed to reach an agent but I found others system disposition that they are not matching the rule there are some examples: ININ-OUTBOUND-SIT-CALLABLE, ININ-OUTBOUND-SIT-UNCALLABLE, ININ-OUTBOUND-NUMBER_COULD_NOT_BE_DIALED, ININ-OUTBOUND-NUMBER-UNCALLABLE-SKIPPED, ININ-OUTBOUND-CONTACT-UNCALLABLE-SKIPPED, ININ-OUTBOUND-INVALID-PHONE-NUMBER, ININ-OUTBOUND-FAX, ININ-OUTBOUND-ON-DO-NOT-CALL-LIST. How can I execute my data action when this kind of events happens durign a campaign?

Thanks in advanced!


#Outbound

------------------------------
Ling. Roberto Vallejo Hernandez
Sixbell México
------------------------------

Have not tested this but its worth the try.

1. Create a Outbound Flow that routes all live person calls to Queue
2. point your campaign to this Outbound Flow
3. within the Outbound Flow set a Default Wrap-up like OB Abandoned
4. Create a Wrap-Up rule that looks for Wrap-Up OB Abandoned

------------------------------
Reginald
------------------------------

Original Message:
Sent: 11-08-2022 13:23
From: Roberto Vallejo Hernandez
Subject: Outbound Rules

Hi community!

Im configuring an outbound rule where I need to execute a data action with each contact if it is not reached, at the begining I tried to do it configuring a rule with category Wrap-Up and call analysis = person & then I invert the condition, to execute this WS every time its not a contact but it doesnt match for all cases, for example when the contact hangs up when its in the queue, so then I configured 3 different rules the first two with call analisys = busy and no answer, the third rule I configured with system disposition = Outbound Disconnect, Outbound Ambiguous, Outbound Machine & Outbound failed to reach an agent but I found others system disposition that they are not matching the rule there are some examples: ININ-OUTBOUND-SIT-CALLABLE, ININ-OUTBOUND-SIT-UNCALLABLE, ININ-OUTBOUND-NUMBER_COULD_NOT_BE_DIALED, ININ-OUTBOUND-NUMBER-UNCALLABLE-SKIPPED, ININ-OUTBOUND-CONTACT-UNCALLABLE-SKIPPED, ININ-OUTBOUND-INVALID-PHONE-NUMBER, ININ-OUTBOUND-FAX, ININ-OUTBOUND-ON-DO-NOT-CALL-LIST. How can I execute my data action when this kind of events happens durign a campaign?

Thanks in advanced!


#Outbound

------------------------------
Ling. Roberto Vallejo Hernandez
Sixbell México
------------------------------

Thanks Reginald!

But in this case the calls will be transfered to the flow only if its a live person, so the system dispositions "ININ-OUTBOUND-SIT-CALLABLE, ININ-OUTBOUND-SIT-UNCALLABLE, ININ-OUTBOUND-NUMBER_COULD_NOT_BE_DIALED, ININ-OUTBOUND-NUMBER-UNCALLABLE-SKIPPED, ININ-OUTBOUND-CONTACT-UNCALLABLE-SKIPPED, ININ-OUTBOUND-INVALID-PHONE-NUMBER, ININ-OUTBOUND-FAX, ININ-OUTBOUND-ON-DO-NOT-CALL-LIST" will never arrive to this flow isnt?

------------------------------
Ling. Roberto Vallejo Hernandez
Sixbell México
------------------------------

Original Message:
Sent: 11-09-2022 01:19
From: Reginald Sheraton
Subject: Outbound Rules

Have not tested this but its worth the try.

1. Create a Outbound Flow that routes all live person calls to Queue
2. point your campaign to this Outbound Flow
3. within the Outbound Flow set a Default Wrap-up like OB Abandoned
4. Create a Wrap-Up rule that looks for Wrap-Up OB Abandoned

------------------------------
Reginald

Original Message:
Sent: 11-08-2022 13:23
From: Roberto Vallejo Hernandez
Subject: Outbound Rules

Hi community!

Im configuring an outbound rule where I need to execute a data action with each contact if it is not reached, at the begining I tried to do it configuring a rule with category Wrap-Up and call analysis = person & then I invert the condition, to execute this WS every time its not a contact but it doesnt match for all cases, for example when the contact hangs up when its in the queue, so then I configured 3 different rules the first two with call analisys = busy and no answer, the third rule I configured with system disposition = Outbound Disconnect, Outbound Ambiguous, Outbound Machine & Outbound failed to reach an agent but I found others system disposition that they are not matching the rule there are some examples: ININ-OUTBOUND-SIT-CALLABLE, ININ-OUTBOUND-SIT-UNCALLABLE, ININ-OUTBOUND-NUMBER_COULD_NOT_BE_DIALED, ININ-OUTBOUND-NUMBER-UNCALLABLE-SKIPPED, ININ-OUTBOUND-CONTACT-UNCALLABLE-SKIPPED, ININ-OUTBOUND-INVALID-PHONE-NUMBER, ININ-OUTBOUND-FAX, ININ-OUTBOUND-ON-DO-NOT-CALL-LIST. How can I execute my data action when this kind of events happens durign a campaign?

Thanks in advanced!


#Outbound

------------------------------
Ling. Roberto Vallejo Hernandez
Sixbell México
------------------------------

Hi Roberto,

Did you make any progress on this question?

I would like to update case statuses in the CRM system thru a data action when the phone number is detected as uncallable by the dialer based on the dispositions that you also mentioned.

Thanks for any update.

Kind regards,
Dennis

------------------------------
Dennis van Steenbergen
NN Insurance Eurasia N.V.
------------------------------

Original Message:
Sent: 11-09-2022 12:35
From: Roberto Vallejo Hernandez
Subject: Outbound Rules

Thanks Reginald!

But in this case the calls will be transfered to the flow only if its a live person, so the system dispositions "ININ-OUTBOUND-SIT-CALLABLE, ININ-OUTBOUND-SIT-UNCALLABLE, ININ-OUTBOUND-NUMBER_COULD_NOT_BE_DIALED, ININ-OUTBOUND-NUMBER-UNCALLABLE-SKIPPED, ININ-OUTBOUND-CONTACT-UNCALLABLE-SKIPPED, ININ-OUTBOUND-INVALID-PHONE-NUMBER, ININ-OUTBOUND-FAX, ININ-OUTBOUND-ON-DO-NOT-CALL-LIST" will never arrive to this flow isnt?

------------------------------
Ling. Roberto Vallejo Hernandez
Sixbell México

Original Message:
Sent: 11-09-2022 01:19
From: Reginald Sheraton
Subject: Outbound Rules

Have not tested this but its worth the try.

1. Create a Outbound Flow that routes all live person calls to Queue
2. point your campaign to this Outbound Flow
3. within the Outbound Flow set a Default Wrap-up like OB Abandoned
4. Create a Wrap-Up rule that looks for Wrap-Up OB Abandoned

------------------------------
Reginald

Original Message:
Sent: 11-08-2022 13:23
From: Roberto Vallejo Hernandez
Subject: Outbound Rules

Hi community!

Im configuring an outbound rule where I need to execute a data action with each contact if it is not reached, at the begining I tried to do it configuring a rule with category Wrap-Up and call analysis = person & then I invert the condition, to execute this WS every time its not a contact but it doesnt match for all cases, for example when the contact hangs up when its in the queue, so then I configured 3 different rules the first two with call analisys = busy and no answer, the third rule I configured with system disposition = Outbound Disconnect, Outbound Ambiguous, Outbound Machine & Outbound failed to reach an agent but I found others system disposition that they are not matching the rule there are some examples: ININ-OUTBOUND-SIT-CALLABLE, ININ-OUTBOUND-SIT-UNCALLABLE, ININ-OUTBOUND-NUMBER_COULD_NOT_BE_DIALED, ININ-OUTBOUND-NUMBER-UNCALLABLE-SKIPPED, ININ-OUTBOUND-CONTACT-UNCALLABLE-SKIPPED, ININ-OUTBOUND-INVALID-PHONE-NUMBER, ININ-OUTBOUND-FAX, ININ-OUTBOUND-ON-DO-NOT-CALL-LIST. How can I execute my data action when this kind of events happens durign a campaign?

Thanks in advanced!


#Outbound

------------------------------
Ling. Roberto Vallejo Hernandez
Sixbell México
------------------------------

Hello Roberto and Reginald,

The Genesys User Experience (UX) Research team is running a study around the topic of Inbound and Outbound campaigns.

ABOUT THE STUDY:   

• Date: from December 1^st to 16^th
• Type of study: video chat with one of our researchers 
• Length: 45 minutes
• Location: Remote – via Zoom 
• Your reward: $75 USD or 5,000 GCAP Points, 1-2 weeks after participation

      

TO PARTICIPATE, COMPLETE THE FORM BELOW 👇

https://app.smartsheet.com/b/form/b0b0843fa7194654aeafdde4e87a4758

 

If you're selected to participate, we'll email you more details about the study and set a time for your session. 

   

IF YOU STILL HAVE QUESTIONS:   

Email us at SponsorUserProgram@genesys.com

    

We look forward to meeting with you!  

 

Best,

UX Research Team

------------------------------
Lais Freitas
Genesys - Employees
------------------------------

Original Message:
Sent: 11-08-2022 13:23
From: Roberto Vallejo Hernandez
Subject: Outbound Rules

Hi community!

Im configuring an outbound rule where I need to execute a data action with each contact if it is not reached, at the begining I tried to do it configuring a rule with category Wrap-Up and call analysis = person & then I invert the condition, to execute this WS every time its not a contact but it doesnt match for all cases, for example when the contact hangs up when its in the queue, so then I configured 3 different rules the first two with call analisys = busy and no answer, the third rule I configured with system disposition = Outbound Disconnect, Outbound Ambiguous, Outbound Machine & Outbound failed to reach an agent but I found others system disposition that they are not matching the rule there are some examples: ININ-OUTBOUND-SIT-CALLABLE, ININ-OUTBOUND-SIT-UNCALLABLE, ININ-OUTBOUND-NUMBER_COULD_NOT_BE_DIALED, ININ-OUTBOUND-NUMBER-UNCALLABLE-SKIPPED, ININ-OUTBOUND-CONTACT-UNCALLABLE-SKIPPED, ININ-OUTBOUND-INVALID-PHONE-NUMBER, ININ-OUTBOUND-FAX, ININ-OUTBOUND-ON-DO-NOT-CALL-LIST. How can I execute my data action when this kind of events happens durign a campaign?

Thanks in advanced!


#Outbound

------------------------------
Ling. Roberto Vallejo Hernandez
Sixbell México
------------------------------