Have a opportunity exploring Outbound in a SIP environment. There are a couple of features which they have requested which it appears OCS doesnt have OOTB - thus if anyone can enlighted me I would very greatful
Chain records
a) does it mean that if a customer has 4 different phone numbers (e.g. home, business, mobile and DID extension), we would require 4 different records (4 lines) in the calling list (and database table) with the chain_id and chain_n predefined ?
b) anyway to chain multiple phone numbers to dial within a single record ?
Treatments
a) can we define the # of rings before the outbound call is treated ? (e.g. 5 rings if no answer than dial next chained phone number)
b) can we leave a voice message defined in StreamManager, e.g. for voice blast or upon detecting an answering machine?
c) How can we change the phone number to call for rescheduled callback? (e.g. agent is told to call back the customer on his home phone number instead of his mobile number in the evening)
3)Others
a) Can Genesys check on the phone no. prefix before making an outbound dial? (e.g. check if the phone number starts with a 6, 8 or 9, otherwise dial using the next chained phone number)
b) Can Genesys OCS check from a predefined Holiday table before determining if it should proceed with a campaign? (e.g. a campaign may be defined to start from 28 Dec to 5 Jan, but should not perform any outbound dialling to customers on New Year’s day on 1 Jan – continue only on 2 Jan)
c) In the calling list, the results of a call reflect the latest / successful call attempt details (e.g. 3 attempts where the 3rd attempt was at 9pm), Does Genesys record the details of the earlier attempts (e.g. the time and phone type for the first 2 unsuccessful attempts) ? Where are these details stored and presented?
1. Chain records
a) does it mean that if a customer has 4 different phone numbers (e.g. home, business, mobile and DID extension), we would require 4 different records (4 lines) in the calling list (and database table) with the chain_id and chain_n predefined ?
b) anyway to chain multiple phone numbers to dial within a single record ?
No, because then would be no way to track which phone number is under treatment, making filters for dialing would be almost impossible...
2. Treatments
a) can we define the # of rings before the outbound call is treated ? (e.g. 5 rings if no answer than dial next chained phone number)
Under SIP no idea how, but in normal PBX you usually define a timer to mark it as No Answer.
b) can we leave a voice message defined in StreamManager, e.g. for voice blast or upon detecting an answering machine?
If you have CPD or the dialogic software to detect voice then yes, create a treatment and then the Answering Machine result to be routed to a DN which will play the message you want.
c) How can we change the phone number to call for rescheduled callback? (e.g. agent is told to call back the customer on his home phone number instead of his mobile number in the evening)
Kinda, reschedule over this existing number in the records of the customer, if doesn't exist agent will have to add it first. See why a single chain with multiple numbers is a bad idea?
3)Others
a) Can Genesys check on the phone no. prefix before making an outbound dial? (e.g. check if the phone number starts with a 6, 8 or 9, otherwise dial using the next chained phone number)
What is the purpose of this? Make a dialing filter to avoid such numbers...
b) Can Genesys OCS check from a predefined Holiday table before determining if it should proceed with a campaign? (e.g. a campaign may be defined to start from 28 Dec to 5 Jan, but should not perform any outbound dialling to customers on New Year’s day on 1 Jan – continue only on 2 Jan)
If it is holiday then no agents will work therefore as there are no agents OCS will not dial at all...
c) In the calling list, the results of a call reflect the latest / successful call attempt details (e.g. 3 attempts where the 3rd attempt was at 9pm), Does Genesys record the details of the earlier attempts (e.g. the time and phone type for the first 2 unsuccessful attempts) ? Where are these details stored and presented?
You can, enable call records details on OCS, check the documentation. They will be stored on a plain file on OCS folder.
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c) In the calling list, the results of a call reflect the latest / successful call attempt details (e.g. 3 attempts where the 3rd attempt was at 9pm), Does Genesys record the details of the earlier attempts (e.g. the time and phone type for the first 2 unsuccessful attempts) ? Where are these details stored and presented?
You can, enable call records details on OCS, check the documentation. They will be stored on a plain file on OCS folder.
Question: Does this mean that these details are only shown in pain file logs and not in the CCA /InSight reports?
It’s a switch parameter that can be passed by some TServers (Avaya one is num-ring-no-answer), but I’m not sure you have that option in SIPServer.
When the call is connected, you have to configure OCS to transfer the call to a routing point; when it lands there, you can do anything you like, it’s just upon your strategy (obviously you need URS).
You have to customize your agent desktop to update the record; for instance you may want to add a record to the customer’s chain.
No, it can’t, as Cav said, you can just filter the records.
That can be done in a routing strategy, so therefore a call has been connected, not before it.
c) In the calling list, the results of a call reflect the latest / successful call attempt details (e.g. 3 attempts where the 3rd attempt was at 9pm), Does Genesys record the details of the earlier attempts (e.g. the time and phone type for the first 2 unsuccessful attempts) ? Where are these details stored and presented?
No, it doesn't.
Hum Fra, it does, OCS creates a text file with all the call details that OCS did. I use this on several customers because sometimes Banks and collecting companies need this info when a customer calls to complain about several calls.
sorry, it’s Friday afternoon here ;D