I am in discussion with the customer's CRM vendor on integrating Genesys outbound with their CRM application. The main areas of discussion is on the calling list, DNC list and feedback list. Thus need some urgent help.
[u][b]Calling List[/b][/u]
1 where and how do I create a new calling list with the customer defined fields (including mandatory fields)? is it on OCM?
2 I understand the calling list format needs to use the pipe "|" symbol with fields defined as following <field_name1>=<value_1>|<field_name2>=<value_2>.....etc)
3 Is there any other doc that lets me know how to create calling list, how the ASCII format of the calling list should be...etc ?
4 Can we import / update the calling list directly onto the database ? Or can OCM pull calling list from an external database (e.g CRM application's SQL database) using OOTB widzards from OCM ?
[b][u]Feedback List[/u][/b]
I read that all feedback will be updated back into the same calling list which can then be exported.
5 Can we export only selected fields from the calling list (e.g. ignore those mandatory fields) ?
6 What is the format of the exported list? (e.g. .csv with comma delimited “,” or <field_name1>=<value_1>|<field_name2>=<value_2>.....etc ?
[b][u]DNC list[/b][/u]
For the DNC list, I saw the standard fields that can be used.
• Do we update the DNC list directly on the database (i.e. via SQL statement) ?
• Is the DNC lsit format to import in OCS .csv using comma delimited “,” or <field_name1>=<value_1>|<field_name2>=<value_2>.....etc ? what is the correct format?
