How to redial NoAnswers and AnsweringMachine when the list is called through

[pich]

Hi,

I am fairly new to Genesys and I have some problems getting Genesys to call the list the way I want. Don't know if it even possible, maybe some of you know

I want to call all the numbers that I have loaded to the list, but if it is a dropped, abandoned or a busy I want to do a redail in 10min. But when I have called all the number one time I want to redial all the NoAnswers and AnsweringMachines. Hope you understand what I mean

Is this possible?


Kind Regards,
Erik

[cavagnaro]

Possible, create treatments only. You can set them on the Calling lists, you create them on CME.
Check OCS documentation (docs.genesyslab.com) to see how to

[pich]

I have tried to create different treatments without success. I only manage to redial NoAnswers And AnsMachine redails after a certain interval ex. 3 hours.
I don't want to do any redials on NoAnswes and AnsMachines as long there is uncalled numbers to call, only when I have called all the numbers I want to start doing redials.
Maybe the only way is to create a statement with Apply to record: Execute SQL Statement, where I build a SQL that is the "treatment" i want

[cavagnaro]

Why would you do that? You want to maximize contactibility...not to burn lists. If you don't want to redial NoAnswer or AA then don't create treatments for them.

[pich]

That's how we called in our "old" system and now we are changing over to Genesys. We have a very low hitrate, so we want to call as many "new numbers" as we can before we start doing redials.

For example if I set the redial on NoAns and AnsMach to 3 hours, then in 3 hours the hitrate will drop even more, since there will be so many callbacks to NoAns and AnsMach. I don't care about buring the list to fast, that's not a problem

But i want to callback to all the NoAns and AnsMach, when there is no more "new numbers" to call.
But redials on busy, dropped and abandoned should have the interval 5-20min.

Do you know if it possible to set priority to treatments/call_results, set the priority on busy, dropped and abandoned to high and then have a lower priority on NoAns and AnsMach? Then I can set the N Records on General much higher then on CampaignReschuled.

One idea I might have to try I so "transfer" all the NoAns and AnsMach to another callinglist in the same Campaign and have that list scheduled to start later.
Where the ratio between the list is 95% "new numbers list" and 5% "NoAns & AnsMach list". But it will take some time to build the SQL in order for it to work properly, so I wanna see if there are any alternatives

[cavagnaro]

Are you end user or Genesys PS/Advisor???
If end user as I think, why on earth are you alone on this??

Monitoring a HitRatio for 3 hours...what sense has on it? What does it affect you what happened 3 hours ago??

Are you changing dialing filters according to working hours? You know there is a logic and good practices on what numbers to be dialed according to the hour of the day, right?
If you are migrating to Genesys from an old system, don't you think you moved because a reason?

You can change priorities, yes, but your problem is far far from that. Will also depend your dialing mode, Predictive or Progressive. Have you tunned up OCS parameters? Optimized tables data? Many options to mess with, but again, at simple look for what you are saying, hoping that a parameter modification will do the magic, will not work.
That is why consulting does exists, we give good practices and modeling according to your business and needs.

I guess you will insist on the magic parameter for now at least, so check this:

http://docs.genesys.com/Documentation/OU/8.1.2/Dep/OCSOptionsbyLogicalGroup

[pich]

Yes, I am an end user.

Genesys isn't the best system for our business, we do not practice like other telemarketing companies. The older system was great, but outdated and soon we cant use it anymore, so we hade to change.

We are using a mix Predicitve and Progressive it depends on what persons we are calling.

We are calling from 14pm-21pm, most of them don't have a job and mostly cellphones. When I used the a redial on NoAns and AnsMach, I could notice a big different when Genesys started to make the redials, very few of the agents got a call connected to them. Since if they didn't answer before, there is a very small chance they will answer later that day, so that's why I don't want to call them back. I only want to callback NoAns and AnsMach back if there is no new numbers to call, since it is hard to predict how many numbers that will be called, so it wont stop calling because everything is called.

Hopefully they will let me hire a consultant that can help me. I have been reading a lot on docs.genesys.com but a lot of it is very technical, to technical for me

I will look into that link you sent me.

I know this might seem weird how I want the list to be called and all the callbacks, but you can really see a big different in the result for the day.

[cavagnaro]

Ok do this.
Do not apply treatments for those calls. Just do a Next in chain (next phone record for customer)

At the end of the day do a SP (StoreProcedure triggered by a job at night) to set all non contacted records (Call_Result == AnswerMachine || Call_Result == NoAnswer) to be marked as new records. Then on next morning OCS will dial them again.
Does it works?

Genesys is extremelly flexible, you say is not good for you, I'd say, the way is implemented is not good for you

[pich]

Thatīs kind of how I do today. Since I upload a new list everyday I cant use a night job. But if we are running low on new numbers I use Modify all on NoAns and AnsMach and change them so they can be redialed again. Is that the same as SP?

It is working okey, the only thing is that if a customer has a 3 numbers and on the first two we have NoAns and he answers on the third one. When I use modify all, I also modify his first two numbers, so we will call him again. It is not optimal, but I will work for now, until I find another way

I bet that Genesys could work for us, but there is SO much you can do. For me that is not a IT guy, it is kind of hard to understand and implement everything by myself. But hopefully our IT-dep. will start working on it soon or if we hire some external consultants, that would make it easier and faster to do the implementation

[cavagnaro]

Well that SP yes will work too, as you said, you have a SQL issue there. Be sure to unload your campaign first as records might be on OCS memory and running the SP against the DB can cause some issues as when the record is returned from OCS memory to DB again will overwrite your changes.
Whoever implemented this on first place just went, installed and went away? Sucks if was so like that.

[pich]

They company that provided us with Genesys, can just install it. They don't have the knowledge of how to implement it etc. or atleast it seems like they don't know what to do since they don't answer any of my questions or cant answer them

But I think I will go with the SQL think that is the easies way, to transfer them to another list, which is shared in the campaign. So if I run low on new numbers, it will start do redials from the "other" list.

Thanks a lot, glad I found this forum, think I will be a great place to discuss ideas and get ideas

[cavagnaro]

There is a treatment of SQL Type, new one. Check on doc site, I guess you could use that to copy the record  you want to a new list.

Were are you located??

[pich]

I am located in Sweden.