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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: PFCCWA on April 02, 2014, 01:36:41 PM

Title: Identify Completed Outbound records
Post by: PFCCWA on April 02, 2014, 01:36:41 PM

Hello,

Is there a way to identify when an outbound calling list record is truly completed?
I could use status of updated but if a treatment has been applied, the record may be dialled again.
Im looking for a single setting rather than a mixed criteria if that is possible.

thanks.

Title: Re: Identify Completed Outbound records
Post by: cavagnaro on April 02, 2014, 02:16:15 PM

Explain what is "truly" completed.
Only way a record should be finished is when agent answers and doesn't update the call_result to something where a treatment could apply. Example, don't mark it as WrongParty or Fax or AnsweringMachine...

Title: Re: Identify Completed Outbound records
Post by: PFCCWA on April 02, 2014, 02:25:38 PM

truly completed=records that have no chance of being dialled again.

thanks.

Title: Re: Identify Completed Outbound records
Post by: cavagnaro on April 02, 2014, 03:00:07 PM

Again, it is more a business model rather than any other thing.
Why an updated record would be dialed again???

Post a scenario sample PFCCWA...

Title: Re: Identify Completed Outbound records
Post by: PFCCWA on April 03, 2014, 10:18:40 AM

Record is dialled, and call result = busy from which a treatment is applied to reschedule in 1 hour.
Record status of this record now states Updated.
treatment field is populated.
Only when the record is retrieved does the call status change (from Updated).
However our problem is we will extract all 'Updated' records once a day but will end up removing those which are scheduled to be dialled again.
We could use multiple fields to determine extract however this is more complicated because treatment field remains populated even if subsequent attempt is successully Answered.

I was hoping there would be a single field which determines the end of a record.

thanks.

Title: Re: Identify Completed Outbound records
Post by: cavagnaro on April 03, 2014, 04:16:08 PM

No, there is not a single field, as you same describe, is a combination of fields based on your environment configuration. You have to do a proper analysis on what you want to do with records that still pending to be dialed.