Documentation:HTCC:IWWDep:IntOutboundCampaigns:8.5.2DRAFT

Outbound campaign interactions

Copied and pasted from WDE, needs to be triaged word-for-word to make it accurate for WWE.

Outbound campaign types

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.
• 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
• 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.

Outbound options configuration

You 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.

Configuring an alternate number for Outbound Preview Mode

You can now configure an alternate dialing number for an Outbound call that has a NoAnswer or Busy result, or some other result than Answered.

To enable this functionality, you must create a new Treatment object in the Outbound Contact Server (OCS) application in the Genesys Configuration layer. The Treatment object specifies that the next number in the dialing chain for the contact is dialed. The Treatment ensures that each number in the dialing chain is tried until the agent applies a different disposition to the call.

1. In Genesys Administrator, open PROVISIONING > Outbound Contact > Treatments.
2. Click New.
3. In the New Treatment view, set the following field values:
   • Name: ReDial_NoAnswer
   • Call Result: No Answer
   • Apply to Record: Next in chain
   • Number in Sequence: 1
   • State: Enabled
   • Cycle Attempt: 10
   • Interval, minutes: 1
4. Assign the new Treatment to the calling list. Open one or more of your Calling List objects in Genesys Administrator and select the Treatments tab.
5. Click Add.
6. In the Browse dialog box, select the treatment that you just created.
7. Click OK.
8. Click Save & Close.
9. In Genesys Administrator, open the Workspace Application object and configure it to use the Treatment.
10. In the interaction-workspace section assign the value personal to the outbound.treatment-mode option. Setting this option to personal adds the GSW_TREATMENT = RecordTreatPersonal attached data to the EventUserEvent that is generated when the record is marked as processed. This attached data informs OCS that a treatment should be applied to the outbound record if the call result matches the result that is set for the record. This ensures that the callback is assigned to the agent who set the No Answer disposition for the call and not to the next available agent who is working on the same campaign. Refer to the scenario that is described below.

Scenario

1. Your Outbound campaign is started in Preview mode.
2. An agent logs in to Workspace Web Edition.
3. The agent clicks Get Record to retrieve an Outbound Record from the Outbound Campaign on which they are working.
4. The agent receives an Outbound Record and selects the number to be dialed from the list of available phone numbers in the Outbound Chain.
5. The agent calls the selected number.
6. When the call is over, the agent sets the Call Result to No Answer and then clicks Done, closing the interaction.
7. OCS applies the ReDial_NoAnswer call treatment that you created to handle the No Answer call result.
8. An immediate callback for the Outbound Record is triggered (refer to the "Call Handling/Treatments" section in the Outbound Contact 8.1 Deployment Guide).
9. The agent immediately receives a personal callback for this outbound record because the value of the outbound.treatment-mode option is set to personal.
10. The agent accepts the personal callback.
11. The preview record is displayed and the agent is able to dial one of the available numbers from the outbound chain.