Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Naveen Kancharla on February 15, 2020, 04:42:27 AM

Title: Oubound push preview LIFO
Post by: Naveen Kancharla on February 15, 2020, 04:42:27 AM
I have got requirement where Outbound dailer should dial / route last uploaded record first to an agent and also update you that the record is dynamically uploading into calling list.
I have tried configuring dailing filter but it won't work as per requirement  since ocs stores the record into cache i.e in retrieve state . Is any one faced or implemented such scenario??
It's a push preview dailing mode setup with blended inbound process.
Title: Re: Oubound push preview LIFO
Post by: cavagnaro on February 16, 2020, 12:10:08 AM
Wait so your older customers who are waiting for a call back, you just ignore them? If you can't work the whole list that is a capacity issue. This is quite not doable unless somehow you tell OCS to load new records every short window of time, say, 10 seconds... But still that would kinda kill the concept of "priority" customers as any other may come in. Usually yo call olders first because you offered them a callback, you make a commitment with them and you created an expectation. If you don't call them back they will simply call in again, with less willing to be part of the call back and end up putting a negative feeling into that option. So be quite careful with what customers ask... Think a little bit beyond into the future on what would happen if you apply such configuration


Enviado de meu SM-N9600 usando o Tapatalk

Title: Re: Oubound push preview LIFO
Post by: Naveen Kancharla on February 16, 2020, 04:07:15 AM
Thanks for the update
Actually same has been updated to business but they where looking for real time record support solution. Also tried by checking into genesys knowledge centre and I found the required functionality in CX Contact document where LIFO Concept has been introduced but it's on cloud based environments. So planning to do work around in on premise environment. Is it doable??
Title: Re: Oubound push preview LIFO
Post by: Janis on February 16, 2020, 04:55:09 AM
Maybe we can use negative priority increment in the strategy which is delivering push preview records?
Title: Re: Oubound push preview LIFO
Post by: cavagnaro on February 16, 2020, 04:56:06 AM
Strategy is after OCS buffering... So no

Enviado de meu SM-N9600 usando o Tapatalk

Title: Re: Oubound push preview LIFO
Post by: caractacus on February 26, 2020, 05:04:32 AM
Thanks for the update
Actually same has been updated to business but they where looking for real time record support solution. Also tried by checking into genesys knowledge centre and I found the required functionality in CX Contact document where LIFO Concept has been introduced but it's on cloud based environments. So planning to do work around in on premise environment. Is it doable??

CX Contact can be installed on premise, but I don't believe that it is generally available at the moment