Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: vjicecool on December 13, 2011, 08:34:52 PM

Title: How do i tie inbound calls to campaigns?
Post by: vjicecool on December 13, 2011, 08:34:52 PM: Hey folks
I am trying to find a solution on how to tie an inbound call to the campaign.
Scenario: Customer misses a call from agent and agent leaves a voice mail. and customer decides to call back. Whats would be your suggestion..thanks in advance
Title: Re: How do i tie inbound calls to campaigns?
Post by: Steve on December 14, 2011, 01:24:54 PM: Get the agent to leave a number which is only used for customers calling back, also make sure the presentation number is set to the same number. It isn't 100% reliable as many customers will just ring back on the number they already know, and others may start to use this number even if they haven't been called, maybe thinking you have changed your number or that this is a quicker way to get through.

An IVR option "if you are ringing in response to a voicemail, press 1". Again it won't be 100% reliable as customer will just take the same options they always do, and others just press any digit or none at all.
Title: Re: How do i tie inbound calls to campaigns?
Post by: vjicecool on December 14, 2011, 01:35:56 PM: when the agent leaves the voice mail, he will request the customer to call back and enter an extension. so that the call comes back to the same agent. if cutomer enter the wrong extension we are trasnfering the call to the queue

You are suggesting that we need to have a separate 800 number for customers call back?
Title: Re: How do i tie inbound calls to campaigns?
Post by: Steve on December 14, 2011, 02:18:21 PM: I'm suggesting a new route point in Genesys. Calls can feed into that RP from a new 800 number or from an IVR leg.
Title: Re: How do i tie inbound calls to campaigns?
Post by: vjicecool on December 14, 2011, 05:33:17 PM: I understand the new number, but how will we be able to tie those in comming calls to the campaigns/calling lists?
Title: Re: How do i tie inbound calls to campaigns?
Post by: Steve on December 15, 2011, 04:50:35 PM: Any call which hits the new route point is a result of an outbound call. So is tied to your campaign.