Plz rectify my Doubt in Genesys Dialer 7.5

[sundaraas]

Hi,

m working in genesys field in last 1 years. As I have some doubts in Genesys Dialer 7.5.

1. If agents are in outbound that period changing the dialing mode, agent can't update the call.
2. Please tell the exact meaning of abandoned calls, SITNC Circuit.
3. Genesys dialer dials the customer 3numbers(Mobile, Office, Res) or mobile number only?
4. Can i pull out the dialer report from the CCPulse? How?

Thanks n' Regards,
Sundaram

[kowari]

Those are big questions!

I recommend you go read the outbound documentation.  Then, read it again.  That should answer some of your questions about loading, unloading, abandoned calls and chaining. (questions 1 2 and 3).  If you are still confused, come back to us with some more specific things you are confused about and we can help.

For question 4, you will need to read up on CCPulse and statserver to see which stats you want to be using to see in the real time view.  For historical reports you want ot be using CCA or informart.

ETA: Oh yeah, and have a read of the "rough guides" that Tony has put together.  They are in the Discussion section - the sticky at the top!

[Dionysis]

1. I've never seen anything to support this and I've been working with Outbound since version 5.1
2a. Abandoned call - The dialer calls the customer and before the call is delivered the call is hung up by the customer.
2b. SITNC = Standard Information Tone - No Circuit - This means the PSTN has reported no circuits available for the number you are calling.
3. This depends on the treatments you have in place.  If you have a treatment sequence that uses "Next In Chain" actions then all numbers could potentially be dialed.
4. Yes, you will need to create campaign and calling list templates in CCPulse.

[sundaraas]

Hi

I Said lot of thanks to Mr. Kowari and Mr. Dionysis.

Dionysis ur rock......

Thanks n' Regards,
Sundaram