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.

Required configuration in Genesys Administrator

To ensure that this feature behaves correctly in Workspace Web Edition, you must configure the send_attribute key-value pair in Genesys Administrator as specified in the Outbound Reference Guide. For example, where the Outbound Reference Guide recommends that you set the field name to GSW_UNTIL or GSW_FROM, consider setting those values to GSW_UNTIL or GSW_FROM only. To set an alternative display name in the agent facing interface, you can use the display-name key-value as described in the table below.

There are two ways to specify the attribute type of outbound field:

• To create an attribute of the string, integer, float, or date type, specify this type in the data type of the outbound field.
• To create an attribute of the boolean or enum type, follow these two steps:
  1. Specify the type char or varchar for the data type of the outbound field.
  2. Set the value of display-type to bool for Boolean, or enum for enum.

Configuration of the interaction-workspace section in the objects of type ‘Field’ in Genesys Administrator

Attribute type	Option	Valid Values	Default Value	Description
boolean	display-type	bool	(none)	Specifies the type of the outbound field to be displayed on the Workspace Web Edition side. The outbound field value is displayed as a checkbox. bool display type is taken into account only if the outbound field data type is char or varchar
	display	true, false	true	Specifies if the outbound field is displayed or not on the Workspace Web Edition side. This option is used in addition to the creation of the send_attribute. If the send_attribute is defined, use this option to hide the outbound field.
	display-name	any string	(none)	Specifies the name that is displayed for this outbound field on the Workspace Web Edition side. If this option is not set, the outbound field is displayed by using the send_attribute value.
	read-only	true, false	true (for system fields), false (for user-defined fields)	Specifies whether this outbound field can be modified
	bool.false-value	any string	false	Defines the string that corresponds to 'false'.
	bool.true-value	any string	true	Defines the string that corresponds to 'true'.
string	display	true, false	true	Specifies if the outbound field is displayed or not on the Workspace Web Edition side. This option is used in addition to the creation of the send_attribute. If the send_attribute is defined, use this option to hide the outbound field.
	display-name	any string	(none)	Specifies the name that is displayed for this outbound field on the Workspace Web Edition side. If this option is not set, the outbound field is displayed by using the send_attribute value.
	read-only	true, false	true (for system fields), false (for user-defined fields)	Specifies whether this outbound field can be modified
	string.expression [Added: 8.5.106.19]	A string defining a valid regular expression	(none)	Specifies what the agent is permitted to enter in the field. If the characters that are entered are not part of the expected input, the character is displayed, but an error icon appears and the entry will not be committed to the backend until the string matches the configured format. When the entered string is corrected, the error icon disappears. For example, the regular expression for an AMEX credit card number is: "^3[47][0-9]{13}$" (American Express card numbers start with 34 or 37 and have 15 digits).
	string.expression-instructions [Added: 8.5.106.19]	Any string	(none)	Specifies the instructions and/or examples that represent how the value configured by the 'string.expression' are populated. This string is displayed as a tooltip on top of the icon that informs the agent about incorrect formatting.
enum	display-type	enum	(none)	Specifies the type of the outbound field to be displayed on the Workspace Web Edition side. The outbound field possible values are displayed in a combo box. In this case, the list of possible values is defined in the enum.business-attribute option. enum display type is taken into account only if the outbound field data type is char or varchar
	display	true, false	true	Specifies if the outbound field is displayed or not on the Workspace Web Edition side. This option is used in addition to the creation of the send_attribute. If the send_attribute is defined, use this option to hide the outbound field.
	display-name	any string	(none)	Specifies the name that is displayed for this outbound field on the Workspace Web Edition side. If this option is not set, the outbound field is displayed by using the send_attribute value.
	read-only	true, false	true (for system fields) false (for user-defined fields)	Specifies whether this outbound field can be modified
	enum.business-attribute	(link to business attribute)	(none)	Link to business attribute that define the enum value. By default the items are sorted alphabetically in this list. To move some or all of these fields to the top of the list, you can use the order option. Create this option in the annex of the Business Attribute object that contains the list of values: Section: interaction-workspace Option: order Default value: "" Valid values: A comma-separated list of Business Attribute Value names.
integer	display	true, false	true	Specifies if the outbound field is displayed or not on the Workspace Web Edition side. This option is used in addition to the creation of the send_attribute. If the send_attribute is defined, use this option to hide the outbound field.
	display-name	any string	(none)	Specifies the name that is displayed for this outbound field on the Workspace Web Edition side. If this option is not set, the outbound field is displayed by using the send_attribute value.
	read-only	true, false	true (for system fields), false (for user-defined fields)	Specifies whether this outbound field can be modified
	int.max-value	integer	9223372036854775807	Maximum value accepted.
	int.min-value	integer	0	Minimum value accepted.
float	display	true, false	true	Specifies if the outbound field is displayed or not on the Workspace Web Edition side. This option is used in addition to the creation of the send_attribute. If the send_attribute is defined, use this option to hide the outbound field.
	display-name	any string	(none)	Specifies the name that is displayed for this outbound field on the Workspace Web Edition side. If this option is not set, the outbound field is displayed by using the send_attribute value.
	read-only	true, false	true (for system fields), false (for user-defined fields)	Specifies whether this outbound field can be modified
	float.max-value	float	3.40282347E+38	Maximum value accepted.
	float.min-value	float	0	Minimum value accepted.
date	display	true, false	true	Specifies if the outbound field is displayed or not on the Workspace Web Edition side. This option is used in addition to the creation of the send_attribute. If the send_attribute is defined, use this option to hide the outbound field.
	display-name	any string	(none)	Specifies the name that is displayed for this outbound field on the Workspace Web Edition side. If this option is not set, the outbound field is displayed by using the send_attribute value.
	display-type	date	date	Specifies that the display type of the date.utc-time-zone and/or the date.time-format options in the corresponding date format outbound field is date. Note: for Workspace Web Edition 8.5.105.xx and earlier, if this option is not specified, the date.utc-time-zone and date.time-format options are not taken into account.
	read-only	true, false	true (for system fields), false (for user-defined fields)	Specifies whether this outbound field can be modified
	date.time-format [Added: 8.5.102.06]	The value of this option must be specified according to Windows Standards: http://msdn.microsoft.com/en-us/library/8kb3ddd4.aspx	""	Specifies the format in which time values in attached data are stored or parsed, for example, yyyy-MM-dd HH:mm:ss. Use this key-value pair to make the time format consistent across users and workstations. When this option is not specified, the Workspace date and time format is inherited from the local system setting which can cause inconsistencies for global deployments. Genesys recommends that you configure a date/time format that contains both date and time-of-day information.
	date.utc-time-zone [Added: 8.5.102.06]	true, false	false	Specifies whether the local time zone or UTC time zone is used to store data and time information for case information. If the value false is specified, the time is saved as local time. If the value true is specified, the time is saved as UTC time and the following time zone information is added to the formatted time in case no time zone information is specified as part of the value of the date.time-format option: "+00:00".

Next, you must configure the send_attribute key-value pair as specified in the Outbound Reference Guide for the calling list. To set an alternative display name in the agent facing interface, you can use the outbound.fields.order key-value as described in the table below.

Configuration of the interaction-workspace section in the objects of type ‘Calling List’ in Genesys Administrator

Option	Valid Values	Default Value	Description
outbound.fields.order	A comma-separated list of Outbound fields, identified by the value of the key send_attribute that is configured in section OCServer or default in the annex of the Field object.	""	Defines the order in which the outbound fields are sorted in the outbound data area. The fields that are not listed in this option are listed after the sorted fields, retaining their default sorting as specified by OCS.

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 Interaction Workspace.
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.