Genesys outbound campaign with no agent group for destination

[gzooby]

Hi everyone! I need your help to try to figure out something that is making me crazy.
In an Outbound Contact solution that I have just deployed, I need to set a campaign that make outbound calls (of course) and then apply some treatments to the call, and finally transfer to GVP. Everything works fine, but now I need that campaign not  to wait for an available agent of the agent group configured in this campaign. Is it possible? Could I configure a outbound campaign that always call despite if an agent is ready or not?

Z

[cavagnaro]

No, that would be a Proactive (gvp) campaign.

[abudwill]

I believe he can configure the campaign as a Push Preview campaign to accomplish this.

There would still be an agent group assigned.  However OCS would retrieve records, submit them to IQ, begin executing business process, and if business process is configured to submit to URS for processing through a strategy that would happen (all without an agent logging in).

We handle proactive email campaigns this way.

Regards,
Andrew

[abudwill]

I have had a few misses recently where I haven't properly read the original posters question, this one included.

I will amend my answer by saying although we do this for proactive email, I have no idea if it would work for outbound voice calls.  Sorry for the confusion.

[cavagnaro]

[quote author=abudwill link=topic=8899.msg39755#msg39755 date=1433808669]
I believe he can configure the campaign as a Push Preview campaign to accomplish this.

There would still be an agent group assigned.  However OCS would retrieve records, submit them to IQ, begin executing business process, and if business process is configured to submit to URS for processing through a strategy that would happen (all without an agent logging in).

We handle proactive email campaigns this way.

Regards,
Andrew
[/quote]

Push Preview requires InteractionServer. No straight forward. Have to do some modifications. Without agent being logged in records could end in Stale mode

[gzooby]

Hi everyone, thanks for the answers, as it seems, there is no way I can achieve this without an agent in ready state. So now, I was wondering if it possible to have multiple campaigns with the same agent group, or multiples agents groups assigned each one to a campaign but sharing same agents. I have try both but I get some troubles because agents are reserved.


Is it possible to configure OCS to NOT reserve agents? In a limit case, is it possible to have multiples campaigns running (calling) with only one agent available?


Thanks everyone, I am becoming crazy!

[cavagnaro]

No, you are, again, asking for a Proactive solution. Please read about it and purchase it/deploy it

What you are asking for goes against basic Outbound rules.


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[Dhanasekar]

I recently deployed Proactive Contact with Outbound Solution which includes.

RM/MCP and SIP Server and OCS

MCP to play your greetings and messages

SIP/OCS to dial your campaign calls.

In this case you would need to configure dummy agent group and agents need not to be logged in to campaign to start dialling calls as soon as calls answered message will be played by MCP and if required calls can be sent to Agent etc..

If you need any help let me know.

[gzooby]

Hi Dhanasekar, thank you for your answer.

Could you please give me more details about this dummy agent group and how to configure it?

Thank´s in advance!

Z

[Kubig]

Why do you not use the Power or Progressive GVP mode for these purposes?

[cavagnaro]

Because why read documents? Let's do resource wasting configurations better

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[zafzef.mourad]

Progressive GVP working fine for me and not need for agent group...just need to create a dummy place ...and will work fine
Tell me if u need more information about that ...I can help u

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[gzooby]

Thank you Zaf Zef, I will send you private messagge maybe U can give me some more details of these dummy groups...So we do not disturb other users.

Thanks all!

[zafzef.mourad]

NP...tomorrow I ll send u more details about that

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[cavagnaro]

sure, why share info right? The whole community will access PM. As you feed from the forum is because users don't keep info for them only