Genesys Cloud - Main

Hi, 

On preview campaign with a calling list with 2 phone numbers, a home phone and a cell phone, is there a way to call 3 times on each before passing to the next contact on the calling list?

What I want is to call the first contact on the calling list 3 times to the home phone (assuming the contact dont pick the call), 3 times to the cell phone and then go to the second contact of the list and call 3 times to the home phone, then 3 times to the cell phone and so on. 

Thank you 

Hello Alvaro, I'm currently building Campaigns for one of my Company's Clients and we were wondering regarding this behavior as well.

I did tests and it seems that by the system let the Agent handle every number once at a time, and then progress to the next Contact.

(recall attempts can be configured in the Call Attempt or in a Rule Set)

I'll share with you from the top of my head two raw ideas around that:

1. set in the .csv that you uploaded 4 Phone numbers raws like this - Main Phone (123) - First, Main Phone - Second (123), Secondary Phone - First (456), Secondary Phone - Second (456). that way you have 4 Phone Number fields and two phone numbers values so each phone will be dialed twice by the Agent.
2. Maybe if you know how to develop scripts, you might find a way to let the agent each number few times

Hope it helps.

Best regards, Shahar.

------------------------------
Shahar Leonard
ITNAV-Pro Ltd.

Original Message:
Sent: 05-22-2024 11:39
From: Alvaro Ruiz Canser
Subject: Recall multiple times the same number before next contact on preview campaign

Hi, 

On preview campaign with a calling list with 2 phone numbers, a home phone and a cell phone, is there a way to call 3 times on each before passing to the next contact on the calling list?

What I want is to call the first contact on the calling list 3 times to the home phone (assuming the contact dont pick the call), 3 times to the cell phone and then go to the second contact of the list and call 3 times to the home phone, then 3 times to the cell phone and so on. 

Thank you 

#Outbound

------------------------------
Alvaro Ruiz Canser
PlusNet Solutions, S.L.
------------------------------

I'm trying to do something similar and running into an issue. Using a Preview campaign, the customer wants to dial a number once and if they get a voicemail, they want to hang up and call back immediately, leaving a voicemail message on the second attempt. 

I have two separate phone number columns in the contact list and I am able to call both numbers while on the same contact if the numbers are different. However, if they are the same, I only get to call one of the 'number columns', even though I am prompted to wrap up the first call and then again before I can end the contact and move on. Any thoughts or ideas on this? 

Agent screen

Contact list

Campaign config

------------------------------
Kevin Goodwin
Senior Consultant

Original Message:
Sent: 05-27-2024 03:25
From: Shahar Leonard
Subject: Recall multiple times the same number before next contact on preview campaign

Hello Alvaro, I'm currently building Campaigns for one of my Company's Clients and we were wondering regarding this behavior as well.

I did tests and it seems that by the system let the Agent handle every number once at a time, and then progress to the next Contact.

(recall attempts can be configured in the Call Attempt or in a Rule Set)

I'll share with you from the top of my head two raw ideas around that:

1. set in the .csv that you uploaded 4 Phone numbers raws like this - Main Phone (123) - First, Main Phone - Second (123), Secondary Phone - First (456), Secondary Phone - Second (456). that way you have 4 Phone Number fields and two phone numbers values so each phone will be dialed twice by the Agent.
2. Maybe if you know how to develop scripts, you might find a way to let the agent each number few times

Hope it helps.

Best regards, Shahar.

------------------------------
Shahar Leonard
ITNAV-Pro Ltd.

Original Message:
Sent: 05-22-2024 11:39
From: Alvaro Ruiz Canser
Subject: Recall multiple times the same number before next contact on preview campaign

Hi, 

On preview campaign with a calling list with 2 phone numbers, a home phone and a cell phone, is there a way to call 3 times on each before passing to the next contact on the calling list?

What I want is to call the first contact on the calling list 3 times to the home phone (assuming the contact dont pick the call), 3 times to the cell phone and then go to the second contact of the list and call 3 times to the home phone, then 3 times to the cell phone and so on. 

Thank you 

#Outbound

------------------------------
Alvaro Ruiz Canser
PlusNet Solutions, S.L.
------------------------------

I would suggest you have a script button for Redial and run an API to redial that number, but of course that would not change the contact list information.  The other option is to copy the number into two different columns - say Work and WorkVM and have them chose the second number if they want to call them back.  Why are they hanging up in the first place.  

I'm trying to do something similar and running into an issue. Using a Preview campaign, the customer wants to dial a number once and if they get a voicemail, they want to hang up and call back immediately, leaving a voicemail message on the second attempt. 

I have two separate phone number columns in the contact list and I am able to call both numbers while on the same contact if the numbers are different. However, if they are the same, I only get to call one of the 'number columns', even though I am prompted to wrap up the first call and then again before I can end the contact and move on. Any thoughts or ideas on this? 

Agent screen

Contact list

Campaign config

------------------------------
Kevin Goodwin
Senior Consultant

Original Message:
Sent: 05-27-2024 03:25
From: Shahar Leonard
Subject: Recall multiple times the same number before next contact on preview campaign

Hello Alvaro, I'm currently building Campaigns for one of my Company's Clients and we were wondering regarding this behavior as well.

I did tests and it seems that by the system let the Agent handle every number once at a time, and then progress to the next Contact.

(recall attempts can be configured in the Call Attempt or in a Rule Set)

I'll share with you from the top of my head two raw ideas around that:

1. set in the .csv that you uploaded 4 Phone numbers raws like this - Main Phone (123) - First, Main Phone - Second (123), Secondary Phone - First (456), Secondary Phone - Second (456). that way you have 4 Phone Number fields and two phone numbers values so each phone will be dialed twice by the Agent.
2. Maybe if you know how to develop scripts, you might find a way to let the agent each number few times

Hope it helps.

Best regards, Shahar.

------------------------------
Shahar Leonard
ITNAV-Pro Ltd.

Original Message:
Sent: 05-22-2024 11:39
From: Alvaro Ruiz Canser
Subject: Recall multiple times the same number before next contact on preview campaign

Hi, 

On preview campaign with a calling list with 2 phone numbers, a home phone and a cell phone, is there a way to call 3 times on each before passing to the next contact on the calling list?

What I want is to call the first contact on the calling list 3 times to the home phone (assuming the contact dont pick the call), 3 times to the cell phone and then go to the second contact of the list and call 3 times to the home phone, then 3 times to the cell phone and so on. 

Thank you 

#Outbound

------------------------------
Alvaro Ruiz Canser
PlusNet Solutions, S.L.
------------------------------