Genesys Cloud - Main

So playing around with Outbound (Preview Campaigns) and getting familiar with scheduling etc.

Schedules are a bit of a pain what with not being able to simply define, say Monday to Friday 9 to 5 but rather having to set a specific start and end date so I thought I would look at Contactable Time Sets.

If I set one up as Monday 9 to 5, link to a campaign, setup the time zone in the list and start the campaign at 8:55, it stops immediately and nothing happens at 9am even though there are records in the list.

Is this expected behaviour? I.e. do I have to either manually start this campaign at exactly or after 9am? Does it not see there will be records available in the near future that fit within the schedule?

I tried to set a schedule to cover the whole week, but when it started before the contactable time it too stopped immediately.

NOTE: I have remembered the "Always Running" option on the campaign so that may have to do.

#Outbound

------------------------------
Angus Huckle
Spark NZ Trading
------------------------------

What I am seeing is that all the records are processed at 8:55 and marked as "ININ-OUTBOUND-NOT-CALLABLE-TIME". When 9am rolls around, nothing will happen.

I have to have someone on-queue for this to happen too.

------------------------------
Angus Huckle
Spark NZ Trading
------------------------------

Original Message:
Sent: 06-01-2020 21:32
From: Angus Huckle
Subject: Preview Campaign Auto-Stopping

So playing around with Outbound (Preview Campaigns) and getting familiar with scheduling etc.

Schedules are a bit of a pain what with not being able to simply define, say Monday to Friday 9 to 5 but rather having to set a specific start and end date so I thought I would look at Contactable Time Sets.

If I set one up as Monday 9 to 5, link to a campaign, setup the time zone in the list and start the campaign at 8:55, it stops immediately and nothing happens at 9am even though there are records in the list.

Is this expected behaviour? I.e. do I have to either manually start this campaign at exactly or after 9am? Does it not see there will be records available in the near future that fit within the schedule?

I tried to set a schedule to cover the whole week, but when it started before the contactable time it too stopped immediately.

NOTE: I have remembered the "Always Running" option on the campaign so that may have to do.

#Outbound

------------------------------
Angus Huckle
Spark NZ Trading
------------------------------

Hi @Angus Huckle, this idea already been created please vote

https://purecloud.ideas.aha.io/ideas/CLOUT-I-179

​

------------------------------
Hussein Alshamiri
Hadef Information Technology Co.
------------------------------

Original Message:
Sent: 06-01-2020 21:32
From: Angus Huckle
Subject: Preview Campaign Auto-Stopping

So playing around with Outbound (Preview Campaigns) and getting familiar with scheduling etc.

Schedules are a bit of a pain what with not being able to simply define, say Monday to Friday 9 to 5 but rather having to set a specific start and end date so I thought I would look at Contactable Time Sets.

If I set one up as Monday 9 to 5, link to a campaign, setup the time zone in the list and start the campaign at 8:55, it stops immediately and nothing happens at 9am even though there are records in the list.

Is this expected behaviour? I.e. do I have to either manually start this campaign at exactly or after 9am? Does it not see there will be records available in the near future that fit within the schedule?

I tried to set a schedule to cover the whole week, but when it started before the contactable time it too stopped immediately.

NOTE: I have remembered the "Always Running" option on the campaign so that may have to do.

#Outbound

------------------------------
Angus Huckle
Spark NZ Trading
------------------------------

Hi Angus,
The behavior of contactable time sets to block all contacts that we attempt to dial before their callable time is expected. 
As for schedule recurrence, an API solution that applies the same schedule to the campaign for multiple days would be an effective workaround.
Thank you,

------------------------------
Sean Carter
Senior Software Engineer - Outbound
Genesys
------------------------------

Original Message:
Sent: 06-10-2020 03:12
From: Hussein Alshamiri
Subject: Preview Campaign Auto-Stopping

Hi @Angus Huckle, this idea already been created please vote

https://purecloud.ideas.aha.io/ideas/CLOUT-I-179

​

------------------------------
Hussein Alshamiri
Hadef Information Technology Co.

Original Message:
Sent: 06-01-2020 21:32
From: Angus Huckle
Subject: Preview Campaign Auto-Stopping

So playing around with Outbound (Preview Campaigns) and getting familiar with scheduling etc.

Schedules are a bit of a pain what with not being able to simply define, say Monday to Friday 9 to 5 but rather having to set a specific start and end date so I thought I would look at Contactable Time Sets.

If I set one up as Monday 9 to 5, link to a campaign, setup the time zone in the list and start the campaign at 8:55, it stops immediately and nothing happens at 9am even though there are records in the list.

Is this expected behaviour? I.e. do I have to either manually start this campaign at exactly or after 9am? Does it not see there will be records available in the near future that fit within the schedule?

I tried to set a schedule to cover the whole week, but when it started before the contactable time it too stopped immediately.

NOTE: I have remembered the "Always Running" option on the campaign so that may have to do.

#Outbound

------------------------------
Angus Huckle
Spark NZ Trading
------------------------------

The system doesn't just block the contacts it marks them such that they will not be contacted at all even though they can be within minutes.

This feature can render a whole list "complete" without a contact being dialled or in my case previewed if the campaign happens to be started early and a user goes on-queue.

Is there no way (with a preview campaign) for this to be avoided or for the contact attempt to be postponed for a short period of time?

------------------------------
Angus Huckle
Spark NZ Trading
------------------------------

Original Message:
Sent: 06-11-2020 08:53
From: Sean Carter
Subject: Preview Campaign Auto-Stopping

Hi Angus,
The behavior of contactable time sets to block all contacts that we attempt to dial before their callable time is expected.
As for schedule recurrence, an API solution that applies the same schedule to the campaign for multiple days would be an effective workaround.
Thank you,

------------------------------
Sean Carter
Senior Software Engineer - Outbound
Genesys

Original Message:
Sent: 06-10-2020 03:12
From: Hussein Alshamiri
Subject: Preview Campaign Auto-Stopping

Hi @Angus Huckle, this idea already been created please vote

https://purecloud.ideas.aha.io/ideas/CLOUT-I-179

​

------------------------------
Hussein Alshamiri
Hadef Information Technology Co.

Original Message:
Sent: 06-01-2020 21:32
From: Angus Huckle
Subject: Preview Campaign Auto-Stopping

So playing around with Outbound (Preview Campaigns) and getting familiar with scheduling etc.

Schedules are a bit of a pain what with not being able to simply define, say Monday to Friday 9 to 5 but rather having to set a specific start and end date so I thought I would look at Contactable Time Sets.

If I set one up as Monday 9 to 5, link to a campaign, setup the time zone in the list and start the campaign at 8:55, it stops immediately and nothing happens at 9am even though there are records in the list.

Is this expected behaviour? I.e. do I have to either manually start this campaign at exactly or after 9am? Does it not see there will be records available in the near future that fit within the schedule?

I tried to set a schedule to cover the whole week, but when it started before the contactable time it too stopped immediately.

NOTE: I have remembered the "Always Running" option on the campaign so that may have to do.

#Outbound

------------------------------
Angus Huckle
Spark NZ Trading
------------------------------

yes, that's the intended behavior. There is an Aha! idea to improve this behavior: https://purecloud.ideas.aha.io/ideas/CLOUT-I-145

At this time, there is no built-in way to prevent a contactable time set or automatic time zone mapping from skipping a contact that is outside its callable time. Other community members might know some effective workarounds.

------------------------------
Sean Carter
Senior Software Engineer - Outbound
Genesys
------------------------------

Original Message:
Sent: 06-11-2020 16:15
From: Angus Huckle
Subject: Preview Campaign Auto-Stopping

The system doesn't just block the contacts it marks them such that they will not be contacted at all even though they can be within minutes.

This feature can render a whole list "complete" without a contact being dialled or in my case previewed if the campaign happens to be started early and a user goes on-queue.

Is there no way (with a preview campaign) for this to be avoided or for the contact attempt to be postponed for a short period of time?

------------------------------
Angus Huckle
Spark NZ Trading

Original Message:
Sent: 06-11-2020 08:53
From: Sean Carter
Subject: Preview Campaign Auto-Stopping

Hi Angus,
The behavior of contactable time sets to block all contacts that we attempt to dial before their callable time is expected.
As for schedule recurrence, an API solution that applies the same schedule to the campaign for multiple days would be an effective workaround.
Thank you,

------------------------------
Sean Carter
Senior Software Engineer - Outbound
Genesys

Original Message:
Sent: 06-10-2020 03:12
From: Hussein Alshamiri
Subject: Preview Campaign Auto-Stopping

Hi @Angus Huckle, this idea already been created please vote

https://purecloud.ideas.aha.io/ideas/CLOUT-I-179

​

------------------------------
Hussein Alshamiri
Hadef Information Technology Co.

Original Message:
Sent: 06-01-2020 21:32
From: Angus Huckle
Subject: Preview Campaign Auto-Stopping

So playing around with Outbound (Preview Campaigns) and getting familiar with scheduling etc.

Schedules are a bit of a pain what with not being able to simply define, say Monday to Friday 9 to 5 but rather having to set a specific start and end date so I thought I would look at Contactable Time Sets.

If I set one up as Monday 9 to 5, link to a campaign, setup the time zone in the list and start the campaign at 8:55, it stops immediately and nothing happens at 9am even though there are records in the list.

Is this expected behaviour? I.e. do I have to either manually start this campaign at exactly or after 9am? Does it not see there will be records available in the near future that fit within the schedule?

I tried to set a schedule to cover the whole week, but when it started before the contactable time it too stopped immediately.

NOTE: I have remembered the "Always Running" option on the campaign so that may have to do.

#Outbound

------------------------------
Angus Huckle
Spark NZ Trading
------------------------------

Not the answer I was hoping for. At this time I cannot see how we can use contactable time sets without a lot of manual checking and intervention.

------------------------------
Angus Huckle
Spark NZ Trading
------------------------------

Original Message:
Sent: 06-12-2020 09:01
From: Sean Carter
Subject: Preview Campaign Auto-Stopping

yes, that's the intended behavior. There is an Aha! idea to improve this behavior: https://purecloud.ideas.aha.io/ideas/CLOUT-I-145

At this time, there is no built-in way to prevent a contactable time set or automatic time zone mapping from skipping a contact that is outside its callable time. Other community members might know some effective workarounds.

------------------------------
Sean Carter
Senior Software Engineer - Outbound
Genesys

Original Message:
Sent: 06-11-2020 16:15
From: Angus Huckle
Subject: Preview Campaign Auto-Stopping

The system doesn't just block the contacts it marks them such that they will not be contacted at all even though they can be within minutes.

This feature can render a whole list "complete" without a contact being dialled or in my case previewed if the campaign happens to be started early and a user goes on-queue.

Is there no way (with a preview campaign) for this to be avoided or for the contact attempt to be postponed for a short period of time?

------------------------------
Angus Huckle
Spark NZ Trading

Original Message:
Sent: 06-11-2020 08:53
From: Sean Carter
Subject: Preview Campaign Auto-Stopping

Hi Angus,
The behavior of contactable time sets to block all contacts that we attempt to dial before their callable time is expected.
As for schedule recurrence, an API solution that applies the same schedule to the campaign for multiple days would be an effective workaround.
Thank you,

------------------------------
Sean Carter
Senior Software Engineer - Outbound
Genesys

Original Message:
Sent: 06-10-2020 03:12
From: Hussein Alshamiri
Subject: Preview Campaign Auto-Stopping

Hi @Angus Huckle, this idea already been created please vote

https://purecloud.ideas.aha.io/ideas/CLOUT-I-179

​

------------------------------
Hussein Alshamiri
Hadef Information Technology Co.

Original Message:
Sent: 06-01-2020 21:32
From: Angus Huckle
Subject: Preview Campaign Auto-Stopping

So playing around with Outbound (Preview Campaigns) and getting familiar with scheduling etc.

Schedules are a bit of a pain what with not being able to simply define, say Monday to Friday 9 to 5 but rather having to set a specific start and end date so I thought I would look at Contactable Time Sets.

If I set one up as Monday 9 to 5, link to a campaign, setup the time zone in the list and start the campaign at 8:55, it stops immediately and nothing happens at 9am even though there are records in the list.

Is this expected behaviour? I.e. do I have to either manually start this campaign at exactly or after 9am? Does it not see there will be records available in the near future that fit within the schedule?

I tried to set a schedule to cover the whole week, but when it started before the contactable time it too stopped immediately.

NOTE: I have remembered the "Always Running" option on the campaign so that may have to do.

#Outbound

------------------------------
Angus Huckle
Spark NZ Trading
------------------------------