The best would be to create external contacts for these 200 customers with the ability to look them up by the DNIS (place that as a search field on the contact) and then use the Find Contact tool to look up the external contact and attach that to the ...

Thank you! ------------------------------ Paul Simpson Views expressed are my own and do not necessarily reflect those of my employer. ------------------------------

One thing you might consider is not using retries, but send these to a workflow that can hold the contact and reinsert back into the list as priority or not at the specified time. Let me know if you would like to find out more. ------------------------------ ...

Hello folks, We do predictive outbound campaigns with some retry attempts for certain system dispositions, but our retry interval is around 26 hours. The question is, can I prioritize dialing fresh records first before retrying existing records? The ...

Hi Becky, This has become a critical feature we are in need of. Is this something that is planned or in development? Is there an idea out there where I can vote for this to be implemented? Thanks, Amanda ------------------------------ Amanda ...

Hello - We service about 200+ different clients, each with their own DNIS. When we make outbound calls, it just shows a number and not the name of the client. Does anyone know of a way that the client name can be displayed so that we have more people ...

I have 4 digital bots sharing the same knowledge base. All 4 bots have intent utterances built in for "live chat", "agent", "representative", etc to allow the customer to escalate to an agent when those intents are triggered. I have checked all 4 bot ...

Thanks again for keeping me honest Paul. There's been a lot of activity in the beta community and I've neglected updating the community outside of that forum, so apologies for that. Latest is that the beta has been really useful, and I have a list ...

Eric, a few weeks ago you should have received an email invite to the beta community, where there's a doc which goes into detail on the above, which I recommend reading. Let me know if you can't find that invite. In short, it involves calling the /api/v2/users/<userID> ...

We are having the same issue. Calls to US start at 8am, but Canada is being called also and they should not be called until 9am to match their compliance. Is there a way to correct his in Genesys? One idea would be to have at least two Automatic Time ...