outbound.preview.max-simultaneous-preview-record
Section: interaction-workspace
Default Value: -1
Valid Values: An integer.
Changes Take Effect: When the session is started or restarted.
Dependencies: privilege.outbound.can-use
Specifies the maximum number of simultaneous Outbound Preview records an agent can view in the interaction window. A 0 or a negative value indicates no limit.
outbound-callback.ringing-bell
Section: interaction-workspace
Default Value:
Valid Values: All special characters that are valid in a URL file path, the '|' separator, and numeric values.
Changes Take Effect: When the session is started or restarted.
Dependencies: privilege.outbound.can-use
Specifies the outbound callback ringing sound configuration string of a scheduled callback pushed to the agent as a preview. For example: 'BELL|7|0'. The value has three components that are separated by the pipe ('|') character. The first is the sound file name (the BELL, RING, CHORD or WARNING predefined aliases or an absolute URL to a MP3 file). The second is a priority — the higher the integer, the higher the priority. The last is the duration, which can have the following values:
- -1 — play and repeat the sound until an explicit message, such as event established, causes it to stop.
- 0 — play the whole sound once
- an integer greater than 0 — the length of time, in milliseconds, to play and repeat the sound
outbound.call-result-automatically-selected
Section: interaction-workspace
Default Value:
Valid Values: Any available call result value.
Changes Take Effect: When the session is started or restarted.
Dependencies: privilege.outbound.can-use, outbound.call-result-values
Specifies the call result to be selected by default for outbound records. The specified call result must be defined by the values that are specified for the outbound.call-result-values option. If set to an empty value, the current call result of the outbound record is selected, or unknown is selected if there is no current value.
outbound.call-result-values
Section: interaction-workspace
Default Value: Answered,AnsweringMachine,Busy,NoAnswer,WrongNumber
Valid Values: One or more items from the following list: Abandoned (Abandoned), AgentCallbackError (Agent Callback Error), AllTrunksBusy (All Trunks Busy), Answered (Answered), AnsweringMachine (Answering Machine), Busy (Busy), CallDropError (Call Drop Error), DialError (Dial Error), DoNotCall (Do Not Call), Dropped (Dropped), DroppedNoAnswer (Dropped No Answer), FaxDetected (Fax Detected), GeneralError (General Error), GroupCallbackError (Group Callback Error), NoAnswer (No Answer), NoDialTone (No Dial Tone), NoEstablished (No Established), NoFreePortError (No Free Port Error), NoProgress (No Progress), NoRingback (No Ringback), NuTone (Nu Tone), Ok (Ok), PagerDetected (Pager Detected), Silence (Silence), SitDetected (Sit Detected), SitInvalidNum (Sit Invalid Num), SitNoCircuit (Sit No Circuit), SitOperintercept (Sit Operintercept), SitReorder (Sit Reorder), SitUnknown (Sit Unknown), SitVacant (Sit Vacant), Stale (Stale), SwitchError (Switch Error), SystemError (System Error), TransferError (Transfer Error), Unknown (Unknown), WrongNumber (Wrong Number), WrongParty (Wrong Party)
Changes Take Effect: At the next interaction.
Dependencies: privilege.outbound.can-use
Related Options: outbound.call-result-automatically-selected
Specifies the list of call results that are available for the agent to use for an outbound interaction. The call results are displayed in the order in which they appear in the list.
privilege.outbound.can-use
Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables access to the Outbound Campaign functions.
privilege.outbound.push-preview.can-use
Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables agents to participate in an Outbound push-preview campaign.
privilege.outbound.can-set-call-result
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables an agent to set a call result to the outbound record.
privilege.outbound.can-reschedule-on-new-number
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Dependencies: privilege.outbound.can-reschedule
Enables an agent to reschedule an outbound record on a new number (which adds a new record to the chain).
privilege.outbound.can-reschedule-before-call
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Dependencies: privilege.outbound.can-reschedule
Enables an agent to reschedule an outbound record before calling the contact.
privilege.outbound.can-reschedule
Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Related Options: privilege.outbound.can-reschedule-before-call
Enables an agent to reschedule an outbound record for an active call. Use the privilege.outbound.can-reschedule-before-call privilege to allow rescheduling before the call is dialed.
privilege.outbound.can-reject-record
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables an agent to decline a preview record. If an agent declines a preview record, it can be processed by another agent in the campaign.
privilege.outbound.can-mark-do-not-call
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables an agent to mark a contact as Do Not Call.
privilege.outbound.can-get-next-preview-record
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables an agent to request a new preview record while processing of the previous preview record terminates.
privilege.outbound.can-dial-alternative-chained-record
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables an agent to dial a number from the preview record chain that is different than the number selected by the system.
privilege.outbound.can-cancel-record
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables an agent to cancel a preview record. If an agent cancels a preview record, it is not processed again during the current campaign.
privilege.outbound.can-use
Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables access to the Outbound Campaign functions.
(→Required configuration in Genesys Administrator) |
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=Outbound campaign interactions= | =Outbound campaign interactions= | ||
| − | + | Workspace Web Edition supports the following Outbound campaign types: | |
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| − | Workspace Web Edition supports the following campaign types: | ||
*'''Preview''': Contacts are retrieved manually by the agent and dialed manually by the agent. These are low volume/high value campaigns, in which campaign calls are made by using a preset calling list for a specific campaign. | *'''Preview''': Contacts are retrieved manually by the agent and dialed manually by the agent. These are low volume/high value campaigns, in which campaign calls are made by using a preset calling list for a specific campaign. | ||
| + | *'''Push-Preview''': Contacts are retrieved automatically by the campaign, but the agent dials the call manually. These are low volume/high value campaigns, in which campaign calls are made by using a preset calling list. Agents are provided with a preview of the call, and then can either have the opportunity to accept it, or to reject it and return it to the top of the queue or discard the record. | ||
*'''Progressive''': Contacts are retrieved and dialed automatically by the campaign. These are low volume/high value campaigns, in which outbound calls are directed to the agent desktop. | *'''Progressive''': Contacts are retrieved and dialed automatically by the campaign. These are low volume/high value campaigns, in which outbound calls are directed to the agent desktop. | ||
*'''Predictive''': Contacts are retrieved and dialed automatically by the campaign. These are high volume/low value campaigns, in which outbound calls are directed to the agent desktop. | *'''Predictive''': Contacts are retrieved and dialed automatically by the campaign. These are high volume/low value campaigns, in which outbound calls are directed to the agent desktop. | ||
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Workspace Web Edition employs the following Outbound privileges for all outbound campaign voice interactions: | Workspace Web Edition employs the following Outbound privileges for all outbound campaign voice interactions: | ||
| − | * | + | *{{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:privilege-outbound-can-use}}: Enables access to the Outbound Campaign functions. All other outbound privileges and configuration options have a dependency on this privilege. |
| − | + | *{{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:privilege-outbound-can-cancel-record}}: Enables agents to decline a preview record so that it is not processed during the current campaign. | |
| − | * | + | *{{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:privilege-outbound-can-dial-alternative-chained-record}}: Enables agents to dial a number from the preview record chain that is different from the number selected by the system. |
| − | * | + | *{{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:privilege-outbound-can-get-next-preview-record}}: Enables agents to request a new preview record while terminating the processing of the previous record. |
| − | * | + | *{{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:privilege-outbound-can-mark-do-not-call}}: Enables agents to mark a contact as <tt>Do Not Call</tt>. |
| − | * | + | *{{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:privilege-outbound-can-reject-record}}: Enables agents to decline a preview record and redirect it back to the queue to be processed by another agent in the campaign. |
| − | * | + | *{{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:privilege-outbound-can-reschedule}}: Enables agents to reschedule an outbound record of an active call for callback at a different date and/or time. |
| − | * | + | *{{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:privilege-outbound-can-reschedule-before-call}}: Enables agents to reschedule an outbound record of an Outbound Preview for callback at a different date and/or time. The Can Reschedule privilege must be enabled for this privilege to be active. |
| − | * | + | *{{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:privilege-outbound-can-reschedule-on-new-number}}: Enables agents to reschedule an outbound record using a new number. This action results in a new record being added to the chain. |
| − | * | + | *{{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:privilege-outbound-can-set-call-result}}: Enables agents to set a call result for the outbound record. |
| + | *{{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:privilege-outbound-push-preview-can-use}}: Enables agents to participate in an Outbound push-preview campaign. | ||
==Outbound options configuration== | ==Outbound options configuration== | ||
| − | + | After you grant {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:privilege-outbound-can-use}}, use the following options in the <tt>interaction-workspace</tt> section to configure outbound interactions: | |
| − | * | + | *{{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:outbound-call-result-values}}: Specifies the list of call results that are available for the agent to use for an outbound interaction. The call results are displayed in the order in which they appear in the list. For example: <tt>Answered,NoAnswer,AnsweringMachine,Busy,WrongNumber</tt> |
| − | * | + | *{{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:outbound-call-result-automatically-selected}}: Specifies the call result to be selected by default for outbound records. The specified call result must be defined by the values that are specified for the outbound.call-result-values option. If set to an empty value, the current call result of the outbound record is selected, or unknown is selected if there is no current value. |
| − | * | + | *{{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:outbound-callback-ringing-bell}}: Specifies the outbound callback ringing sound configuration string of a scheduled callback pushed to the agent as a preview. |
| − | * | + | *{{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:outbound-preview-max-simultaneous-preview-record}}: Specifies the maximum number of simultaneous Outbound Preview records an agent can view in the interaction window. A 0 or a negative value indicates no limit. |
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| + | {{NoteFormat|You can [[CustomerCase#EditCaseInfo|edit case information]] to include custom fields in the case information for an Outbound interaction. }} | ||
[[Category:V:HTCC:8.5.2DRAFT]] | [[Category:V:HTCC:8.5.2DRAFT]] | ||
Latest revision as of 13:02, May 22, 2018
Outbound campaign interactions
Workspace Web Edition supports the following Outbound campaign types:
- Preview: Contacts are retrieved manually by the agent and dialed manually by the agent. These are low volume/high value campaigns, in which campaign calls are made by using a preset calling list for a specific campaign.
- Push-Preview: Contacts are retrieved automatically by the campaign, but the agent dials the call manually. These are low volume/high value campaigns, in which campaign calls are made by using a preset calling list. Agents are provided with a preview of the call, and then can either have the opportunity to accept it, or to reject it and return it to the top of the queue or discard the record.
- Progressive: Contacts are retrieved and dialed automatically by the campaign. These are low volume/high value campaigns, in which outbound calls are directed to the agent desktop.
- Predictive: Contacts are retrieved and dialed automatically by the campaign. These are high volume/low value campaigns, in which outbound calls are directed to the agent desktop.
Outbound privileges
Workspace Web Edition employs the following Outbound privileges for all outbound campaign voice interactions:
- privilege.outbound.can-use: Enables access to the Outbound Campaign functions. All other outbound privileges and configuration options have a dependency on this privilege.
- privilege.outbound.can-cancel-record: Enables agents to decline a preview record so that it is not processed during the current campaign.
- privilege.outbound.can-dial-alternative-chained-record: Enables agents to dial a number from the preview record chain that is different from the number selected by the system.
- privilege.outbound.can-get-next-preview-record: Enables agents to request a new preview record while terminating the processing of the previous record.
- privilege.outbound.can-mark-do-not-call: Enables agents to mark a contact as Do Not Call.
- privilege.outbound.can-reject-record: Enables agents to decline a preview record and redirect it back to the queue to be processed by another agent in the campaign.
- privilege.outbound.can-reschedule: Enables agents to reschedule an outbound record of an active call for callback at a different date and/or time.
- privilege.outbound.can-reschedule-before-call: Enables agents to reschedule an outbound record of an Outbound Preview for callback at a different date and/or time. The Can Reschedule privilege must be enabled for this privilege to be active.
- privilege.outbound.can-reschedule-on-new-number: Enables agents to reschedule an outbound record using a new number. This action results in a new record being added to the chain.
- privilege.outbound.can-set-call-result: Enables agents to set a call result for the outbound record.
- privilege.outbound.push-preview.can-use: Enables agents to participate in an Outbound push-preview campaign.
Outbound options configuration
After you grant privilege.outbound.can-use, use the following options in the interaction-workspace section to configure outbound interactions:
- outbound.call-result-values: Specifies the list of call results that are available for the agent to use for an outbound interaction. The call results are displayed in the order in which they appear in the list. For example: Answered,NoAnswer,AnsweringMachine,Busy,WrongNumber
- outbound.call-result-automatically-selected: Specifies the call result to be selected by default for outbound records. The specified call result must be defined by the values that are specified for the outbound.call-result-values option. If set to an empty value, the current call result of the outbound record is selected, or unknown is selected if there is no current value.
- outbound-callback.ringing-bell: Specifies the outbound callback ringing sound configuration string of a scheduled callback pushed to the agent as a preview.
- outbound.preview.max-simultaneous-preview-record: Specifies the maximum number of simultaneous Outbound Preview records an agent can view in the interaction window. A 0 or a negative value indicates no limit.