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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: jheendi on July 15, 2011, 12:44:08 PM

Title: Genesys Predictive Dialer Retrieval Sequence
Post by: jheendi on July 15, 2011, 12:44:08 PM

Good day,

We have URS 8.0 with CS1000M environment, have predictive dialer to do outbound.

We have call lists built on daily basis.. I searched and looked twice the technical document and Deployement Guide for Genesys OCS.

Could you please clarify how retrival sequence works in dialer.

I know we can use various filter to view records in call list but my question is how dialer retrieve phone number to dial. We have five time zones and strictly follow legal time zone retrictions..
To simplfy my question, could it be possible to make dialer dial calls based on Time Zone and then sort them based on Amount owe.??

We used to have 10 call lists but now its only 1 huge call list with more than 100,000 records to play with in a day..

Please advsie.

Jheendi :-\

Title: Re: Genesys Predictive Dialer Retrieval Sequence
Post by: fnunezsa on July 15, 2011, 06:15:43 PM

dialing filters???

Title: Re: Genesys Predictive Dialer Retrieval Sequence
Post by: cavagnaro on July 15, 2011, 07:52:15 PM

Each record on the calling list can have its own TZ, there is a field for that, based on that it will dial or not depending if the server time is between the from and until fields.

Title: Re: Genesys Predictive Dialer Retrieval Sequence
Post by: jheendi on July 18, 2011, 11:32:12 AM

Thanks , my question is what happened if I have three or four sort criteria is Dialer going to respect only time Zone or it get complicated..?

Please enlighten me how dialer retrieve accounts from a Giant Call list.. Time Zone is legal obligation, what happened after Time Zone Criteria.

Thank you in advance,

Title: Re: Genesys Predictive Dialer Retrieval Sequence
Post by: Dionysis on July 18, 2011, 12:26:21 PM

By default the OCS will retrieve records in chain_id order, the size of the list doesn't really make any difference.

You can, however, apply a dialling filter which specifies the order. Or, you can get even fancier and use scxml treatments which can control which records are retrieved at what times.

Title: Re: Genesys Predictive Dialer Retrieval Sequence
Post by: aakarach on July 18, 2011, 11:51:45 PM

Hello Jhenndi

  the dialer follows the time zone and daily from and dailyt till criteris in calling list strictly, if you want that a certian type of record be called faster and or retrieved more, than you should create a calling list doesnt matter if it is against the master, but give it a higher weight than the other.  the heigher the weight the more it will call from the list.
as for the calling criteria ( you can control this in OCM)
1) general Ready
2) Personal Callbacks
3) Campaign call backs
2/3 are interchangeable depending on the criteria you choose. ie you want OCS or the Campaign to handle the calls.


I hope this helps 

Title: Re: Genesys Predictive Dialer Retrieval Sequence
Post by: jheendi on July 19, 2011, 01:12:26 PM

Thanks a Million to you Aakrach for clarifying doubt, that is exactly what I wanted to hear..

Once again thanks for detailed reply.

Have a great day,

Best Regards,

Jheendi :) :) :)