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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: bogdan on November 27, 2009, 08:30:00 AM

Title: predictive dialing and reschedule by agent
Post by: bogdan on November 27, 2009, 08:30:00 AM

Hello guys,

I'm wondering in a predictive dialing scenario after a call is answered by an agent (success call flow), can the agent reschedule the client or/and get new chained record functionality can be applied?
As I've noticed until now, after call has been released (by agent or customer) OCS updates the record in the DB, now, can the agent/softphone send GSW% messages to OCS to update that particular record?

Best Regards,
Bogdan

Title: Re: predictive dialing and reschedule by agent
Post by: Fra on November 27, 2009, 09:33:34 AM

Of course, it's the one of the basic functionalities of the Outbound Contact suite.
The automatic update of the record when the call is released is determined by the OCS record_processed option.
Take a look at the Outbound Contact Reference guide Communication Protocols section that widely describes how to handle, update and reschedule records.

Fra

Title: Re: predictive dialing and reschedule by agent
Post by: bogdan on November 27, 2009, 09:53:31 AM

I have implemented those functionalities but only in preview mode. Thank you for the enlightenment Fra.
Another question now comes in my mind, when the call is released the agent becomes ready, how can I [i]lock[/i] the agent until he can finish the business process of the customer, if I won't [i]lock[/i] the agent I'm scarred that a new call will enter at the same agent and softphone will overwrite the RECORD_HANDLE parameter.

How did you guys escaped from this? Did you put the agent in another state (Not Ready/AfterCallWork or something), or used a wrap_up_timeout?

Regards

Title: Re: predictive dialing and reschedule by agent
Post by: Fra on November 27, 2009, 10:02:14 AM

There are some options you may want to check: inbound_release_action, internal_release_action and especially outbound_release_action.

HIH,

Fra

Title: Re: predictive dialing and reschedule by agent
Post by: bogdan on November 30, 2009, 12:14:18 PM

Thanks Fra, I think I've got the ideea, I will start testing