Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: jag on July 22, 2019, 09:44:22 PM

Title: outbound message call with option to talk to agent
Post by: jag on July 22, 2019, 09:44:22 PM

Looking for experience here, the requirement is to call customer, if answered, play a message, and then ask presee 1 to talk to agent; if amd, then just leave the message without opt to agent. Should this be created as agent campaign or place campaign is other ways to do it? Thanks

Title: Re: outbound message call with option to talk to agent
Post by: hsujdik on July 23, 2019, 12:13:29 AM

I think you could call an IVR from your strategy that is on the Routing Point of the Voice Transfer Destination parameter of your Campaign Group. Then, treat your strategy according to the returned value from the IVR

Title: Re: outbound message call with option to talk to agent
Post by: cavagnaro on July 23, 2019, 01:27:09 PM

This is Proactive campaign, integration with GVP is needed. Then you transfer normally to the voice app as hsujdik says. If AM, then apply a treatment and send to another location for AM desired message. Or at GVP app detect if AM and do another action. You will see different attached data for each case

Title: Re: outbound message call with option to talk to agent
Post by: jag on July 23, 2019, 08:11:57 PM

Thanks for the suggestion. If setup as proactivie GVP or place group campaign, how does OCS has visiblity to see ready agent status assigned to this camapaign and adjust calling pace accordingly. On the other hand, I am currently trying agent group campaign where play the message using URS announcment, where issue is if customer hangs up during message playing, the call result becomes abadoned which should be answereed.

Title: Re: outbound message call with option to talk to agent
Post by: cavagnaro on July 24, 2019, 12:48:19 AM

With GVP there are no agents
You can check documentation to start with

Title: Re: outbound message call with option to talk to agent
Post by: jag on July 24, 2019, 07:01:50 PM

Thanks Cavagnaro, so how do you deal with similar request in the past? Obviously there is concern on if customer choose to talk to agent but have to wait it's not a good experience.

Title: Re: outbound message call with option to talk to agent
Post by: cavagnaro on July 25, 2019, 10:14:56 AM

Ah
What I mean is, ocs with gvp integration means ocs campaigns use another parameters to dial, not available agents in the campaign. Your gvp application trigerred by ocs still can later by design transfer the call to an agent. But doesn't impact ocs campaign behavior.


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Title: Re: outbound message call with option to talk to agent
Post by: hsujdik on July 25, 2019, 03:25:13 PM

The prediction algorithm is the reason why I suggested placing the IVR on the strategy, even for a Progressive/Predictive campaign

Title: Re: outbound message call with option to talk to agent
Post by: jag on July 25, 2019, 05:31:38 PM

Thanks for the reply. hsujdik, currently I am trying agent group campaign where play the message using URS announcment, where issue is if customer hangs up during message playing, the call result becomes abadoned which should be answereed. In your suggestion if I change to have call GVP application in the strategy, will IVR capture that customer hang up and set the call reuslt properly?

Title: Re: outbound message call with option to talk to agent
Post by: cavagnaro on July 25, 2019, 05:36:13 PM

Or at strategy do Outbound call handling, there are objects for that.

Title: Re: outbound message call with option to talk to agent
Post by: vanero on August 08, 2019, 07:16:52 AM

[quote author=jag link=topic=11395.msg51967#msg51967 date=1564075898]
Thanks for the reply. hsujdik, currently I am trying agent group campaign where play the message using URS announcment, where issue is if customer hangs up during message playing, the call result becomes abadoned which should be answereed. In your suggestion if I change to have call GVP application in the strategy, will IVR capture that customer hang up and set the call reuslt properly?
[/quote]
You can just set call result and process record in right place in strategy.