Automated Dialing

[rory1]

Anyone successfully integrated an automated outbound dialer with Symposium?

Currently using Genesys, but therefore need to maintain 2 agent lists and ensure correct agent/skillset/campaign assignments etc. Sooo easy for it all to go wrong!

Is there anything out there that integrates better (heard a rumour of a dialer connecteing directly onto dpnss?) and will allow a simpler management.

R

 

[Chassy]

Can you give a little more background on what you're attempting to do. Would a Speedlist work?

 

[rory1]

The problem and what we are trying to achieve is as follows:

Genesys dials when it sees and agent go ready (the agent must be configured in Genesys).
When a customer answers the call is transfered from the dialer to a CDN where Symposium routes direct to a skillset and hence agent answers the call.

However, there is no check to ensure that the agent that Genesys sees is in the skillset that the call is delivered to. Basically Genesys dumps the call to the CDN and forgets about it.

Hence the mgt overhead in ensuring two agent definition lists are kept in synch.

Secondly is how to support call blending in such an environment, can Genesys achieve agent reservation (which is the only way I can see of ensuring that an agent does not get an inbound call whilst an outbound one is being made. nb. Genesys can reserve an agent but its different as it basically waits for two agents to be ready before dialing).

Any thoughts appreciated.

R

 

[ErwinStevanus]

Can Genesys monitor Skillset instead of Agent Status?

If yes, then you don't need to monitor each agent's status. You can just monitor whether the outbound skillset has at least 1 agent available.

Now, the reservation is a bit tricky. I don't know whether this works.

How long does it take from identifying an agent/skillset to route the call to the CDN?
Suppose it's 5 second.

1. Change all the outbound agent's profile to include 5 sec (or longer) break after skillset calls
2. In the script, give a higher call priority for outbound skillset.

Thus, when there is another skillset call waiting, the agent still take the outbound skillset because it has higher call priority

 

[rory1]

Thanks for th reply.

Alas Genesys can't see the skillset. But am thinking that maybe the Automated Agent Assignment function from Web Client Serveer v4.5 may allow the Genesys app to set the agent skillset - hence single point of control.

Will try the pioritys on skillsets and see how blended goes.

Many thanks.

R