Predictive Dialing

[Umit]

Hi, I am glad to find this forum

We are planning to dial our customers via SDialer & Campaign Manager and transfer them to our customer representative if SDialer gets a human response. However, the person answering should be the exact person associated with the telephone number so if the wrong person answers (his/her mother, wife etc...) , we must update the outbound queue of the campaign manager so that it will be dialed again. And all this stuff must be done by the customer representative via his/her client program. We have a selfdeveloped client program and I want to integrate this rescheduling facility in it and I am looking for some documentation & examples about API's about this. I have seen docs & examples about preview dialing but none about predictive. So I appreciate if you send me some tips.

Thanks

[Devrim]

Hi to all, and Umit

The messaging structure of Outbound is "kpl"; that means, using KVPairs and KVList structures, you must send the proper name=value pairs through the TServer. The question here is what the messaging protocol for predictive dialing looks like. In the Administrator's Manuel for Outbound, the messaging protocol between TServer and Campaing Manager for the preview dialing mode is explained in detail. As mentioned in this manual, every kpl (outbound) transaction (ie., messaging with Tserver) starts with the following information;

The name/type of the mode
The message handler

where, the name of the mode should be replaced by the correct
string value for the predictive dialing. So, you should ask
the Genesys Support or Proffessional Services for the correct
values of this variable.

Cheers

[Naoki]

One of the simplest ways to do it is by unsetting the flag in the dilaer's list.

We did it by reseting the number to UNSET directly in the database.
Maybe there is a better solution, but this one works for sure!
N.

[Peter]

Umit

Go to the Genesys support site (http://support.genesyslab.com) and download the Outbound Suite Manuals. For Outbound 5.1 there's an installation (out51i.pdf) and users (out51u.pdf) guide. I'm not sure how the manuals are organised for Genesys 6.

The users guide shows how user events can be raised from the desktop to cause Campaign Manager to update the contact record at the conclusion of each call. I'm sure you'll be able to achieve what you want to do using such user events.

[Rory]

Manuals aren't terribly intuitive asthey all mention preview dialling. Bits are the same both both. Our app has to allow for rescheduling of calls in case an answer machine gets through and if the correct contact isn't available. Basically use the TSendUserEvent event on the extension in use and use the request type as ScheduledCallReschedule and get the time and date from the user formatted to : Format(txtDate, "mm/dd/yyyy") & " " & Format(txtTime, "hh:mm"). For answer machines we get campaign manager to reschedule based on its treatments by setting the call result GSW_CALL_RESULT = 2

Hope this helps.