Author Topic: Preview dialing filter operation  (Read 2934 times)

Offline persmen

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  • Kemal KUCUKTASCI
Preview dialing filter operation
« on: March 09, 2009, 06:17:44 PM »
Hi;

    I need some help for solving a problem with preview campaign. Does anybody use any filter options in preview call getRecord step.

    We preape a list with that contains some route information. Like below. (Only required column names placed)

    Customer     phone        route
    Customer1    xxxxx        route_to_ag1
    Customer2    yyyyy        route_to_ag2
    Customer3    zzzzzz       (blank)
    Customer4    aaaaa        route_to_ag1
    Customer5    bbbb         (blank)
    Customer6    ccccc        (blank)
    Customer7    dddd         (blank)


    Agent1 is placed in ag1;
    Agent2 is placed in ag2;
    Agent3 is placed in ag3;

    when agent1 make a request for customer getRecord return Customer1.Next GetRecord return Customer4

    when agent2 make a request for customer getRecord return Customer2. Next get Record return blank route record like Customer5

    when agent3 make a request for customer getRecord, at first look to the list for contains any route_to_ag3 record avaliable, if no record avaliable in the list get record with route column blank. That mean GetRecord return Customer3.

    Anybody use like that operation on preview campain.

    Or how can we emulate this operation in genesys, only using Activex Desktop Toolkit. :)

Note : I'm working for a workaround by using DB operation. Agent make a request and a db query return required call info to agent. But i'm not sure this db operation make some problem on Outbound call flow.

Thanks.
Kemal KÜÇÜKTAŞÇI
YapıKredi A.Ş. Information Technology
Project Engineer

Offline cavagnaro

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Re: Preview dialing filter operation
« Reply #1 on: March 10, 2009, 12:18:13 AM »
Create a campaign per agent? This looks more like a replacement of the Excel sheet.

Offline persmen

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Re: Preview dialing filter operation
« Reply #2 on: March 10, 2009, 11:25:09 PM »
Hi cavagnaro;

The scenerio is;

      Some of our customer recalled, this customers are spesific customers and which agent group talk this customer before next time same agent group must be talk this customer.

     Some of customer called first time. In this situtation this customer called any avaliable agent group. After agent customer conversation if customer called again few days later, this customer must be talked last called agent group.

    We have a single customer list and 3 agent group.  All single list have a column that contain last talked agent group name.

    I think, im using DB select operation for getting an customer. After than i'm use classic CTI outbound message system for record update, dial and chain operation.

    What do you think.
Kemal KÜÇÜKTAŞÇI
YapıKredi A.Ş. Information Technology
Project Engineer

Offline cavagnaro

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Re: Preview dialing filter operation
« Reply #3 on: March 11, 2009, 12:46:33 AM »
Ok what I think is that you wil need configuration SDK. Why?
Once your agent selects that he wants to retrieve a record, you will apply a dialing filter to your campaing, Outbound SDK can't do this but ConfigSDK yes. This may help, not easy but doable.

Offline persmen

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Re: Preview dialing filter operation
« Reply #4 on: March 25, 2009, 09:19:26 PM »
Hi;

In genesys outbound system preview mod structture doesnt contain any client selection filter. I wil try with manuel select and contiue to normal operation but i failed.

Users now work in normal preview mode.  :)

Not: Maybe try later with Outbound API package.

The end.
Kemal KÜÇÜKTAŞÇI
YapıKredi A.Ş. Information Technology
Project Engineer