Purecloud outbound flow. Click Create Flow. From the Secure Flow box, select a flow. However, you can configure the outbound flow to transfer the call to a queue for agent assistance. Set The Genesys Cloud Platform API requires client applications to be authorized using an OAuth 2. Clear Utilization Label: Remove a utilization label from an interaction. Member of a queue with an outbound SMS number If your administrator granted you permission, you can send an SMS message on behalf of a queue. Click the Outbound Routes tab. Choose a region Genesys Cloud follows this process from the time an outbound campaign places a call to the time an agent answers the call. In this session, we will cover best practices for setting up call flows with Genesys Cloud. For example, an inbound or outbound flow handles a call after it has been connected to a running version of a published flow. For example, if you set the value to 10, the agentless campaign will try to have 10 active calls at all times. This is particularly useful when outbound processing needs to send the interaction to inbound processing. Invoke Secure Flow. Call progress analysis begins: Signaling analysis begins. Set up the flow. Architect validates the flow, enables it for debugging, and returns a message to inform you that debug is enabled. Apr 4, 2023 · The person constructing the campaign in Genesys Cloud CX configures the dialing mode as Preview, Progressive, Power, Predictive, or Agentless - see Outbound Dialing Flow for details; For an outbound IVR, there are several possible results (BL1, BL2, DR1) - See Outbound IVR flow for details In contrast to flow variables, participant data attributes persist between transfers from one call flow to another. Click the flow you want to open. The challenge I am facing are: Apr 4, 2023 · Improve the ROI of outbound sales campaigns by efficiently acquiring, up-selling, and winning back customers through automated and assisted calling campaigns by using a powerful dialer for voice calls and IVR for voice messaging. SMS content – Message content can come from a message body column in the contact list or SMS Campaign template. The flow's configuration page opens. inflowc Sep 24, 2020 · I am trying to create an Agentless outbound campaign that plays a list of pre-recorded messages referenced in a data table. Click the arrow at the end of the Publish menu and select Debug. After the customer selects a callback, configure the flow so that it prompts the caller to confirm the collected phone number, or to enter a different callback number. 0 grant types are available to support many use cases such as web applications, desktop applications, and headless scripts and services. Under Telephony, click Sites. To suppress recording when caller is waiting in queue, disable Continue Voice Recording during Queue Wait in the Voice tab of Queue configuration . Note: The call analysis response set assigned to an agentless campaign can transfer a live party to an outbound flow, but not directly to an agent. For more information on the number plans associated with outbound routes, see Number plan information and Add a number plan. Available columns. The basic steps to create a flow are: From the Architect home page, select the type of flow you want to create. Plan the content, navigation flow, and layout of pages in the script. Create a workflow: Learn how to create a workflow in Architect. View or navigate to the location in the call flow where the resource exists. In Genesys Cloud, place a call to the flow using the following pattern:YourCallFlow-debug Screen pops use pre-defined, published scripts created by the Genesys Cloud script designer. This name becomes the name of the transfer node in the flow menu. This column is empty if the call is in preview mode, transferred to the outbound flow, or gets disconnected or abandoned before an agent answers it. Inbound flow – If you expect responses to messages sent, then configure an inbound flow for your SMS number. As a result, that telephone number is never redialed on subsequent recycles of the contact list. About outbound flows. Manage data resources in the flow: In addition to editing variables and viewing usage, you can add and filter variables for workflows. Tip : If you want to send SMS messages on behalf of the same queue, before sending your first SMS message, configure on behalf of queue to remember your queue selection. The newly-created flow's flow design page opens. To view in-progress and complete interactions, click Performance > Workspace > Contact Center > Interactions. From the Toolbox, expand the Transfer category and drag a Transfer to Voicemail action into the flow menu or task sequence. Learn how to create and configure an inbound flow in Architect. When you create an outbound flow in Architect, you must include an existing contact list and a default wrap-up code. Feb 26, 2021 · The Genesys system supports both agent-assisted and automated outbound calling campaigns using dialer and outbound IVR channels. . Assigned: Indicates whether the number is assigned. Companies can blend contact strategies and escalate outreach attempts from automated to agent-assisted calls. ININ-OUTBOUND-FAILED-TO-REACH-FLOW: The system successfully transferred the call to a queue but disconnected before an available agent took the call. Change the default settings for the outbound flow. For more information, see Set up a domain for outbound email campaigns. Configure default call flow settings. Organizations can use the email channel of digital interaction to trigger outbound emails and to receive inbound email interactions. Now, you can design the flow and configure outbound settings. Whisper audio is not part of recordings. PureConnect. Initialize Flow Outcome: Select a flow outcome that Architect begins to track in the flow. Review articles related to setting up a flow. The outbound emails can be used for campaign management or to trigger agentless email notifications. Agents can input this information each time they make a call. Locate and click your site on the Site Name list. Flow: A flow transferred the interaction to another flow. Apr 4, 2023 · Improve the ROI of outbound sales campaigns by efficiently acquiring, up-selling, and winning back customers through automated and assisted calling campaigns by using a powerful dialer for voice calls and IVR for voice messaging. Publish scripts to make them available for use by outbound campaigns, inbound Architect call flows, email interactions, and chat interactions. Develop written instructions for agents to follow. Several OAuth 2. For example, schedule and emergency settings could route the same DNIS to a different flow. An entity, for example, an IVR, answering machine, fax machine, or live person, answers the call. The outbound dialing section of the contact center planning resources explains how outbound dialing affects agent organization and contact center operation. Access to flow milestones helps build reporting around the customer journey. Time to flow: The length of time from when a customer answered the call to when the system transfers the call into an outbound flow. View flow resources. For more information, see Platform API Client Authorization. Outbound: Outbound dialing called A call flow is the organizational process, typically audio files and menu options, of the caller’s experience prior to agent assignment. Use the Create Callback action in an in-queue flow to offer a callback option to a customer who does not want to continue waiting in the queue to connect to an agent. Create an outbound flow to associate with outbound dialing campaigns, which contact a list of people according to rules and place calls based on information read from a contact list. Comments Note: The maximum number of calls dialed per second (CPS) is 15 per organization. Manage and view details about the string variables and prompts used within the call flow. You can also create new outbound routes or modify existing ones. To create an inbound message flow, see Create a flow. A call flow can be the inbound auto-attendant, an inbound or outbound IVR, or the call’s in-queue handling. This guide identifies information to have on-hand when configuring an outbound dialing campaign. Configure a call flow’s default settings. Summary: Uses call analysis to determine the result of each dialing attempt. Work with expressions. When incorporated into a call flow, the Architect flow designer defines the variables for the inputs specified by the script designer. When the action runs, the system picks up the language of the call flow and uses that language for whisper audio playback. Jul 10, 2021 · Ajay_Thakur July 10, 2021, 12:14am 1. To suppress recording at IVR, edit the corresponding flow in Architect, and choose Suppress recording for the entire flow in Recording and Speech Recognition settings. Click Contact List and choose a contact list to associate with the outbound flow. For more information, see About ACD and SMS messages. Service Provider: The name of the carrier or service provider associated with the number or range of numbers. Email replies – If you expect responses to messages sent, select an inbound flow or a queue when configuring email addresses for your inbound domain. The flow’s configuration page opens. You are Select Scripter. Or, for consistent caller ID usage across the organization, administrators can globally configure this information in their Genesys Cloud organization. Use expressions to build sophisticated and complex flow calculations by selecting variables and operators. Other offerings: Genesys Engage on-premises. Hi: On Genesys Cloud (PureCLoud) I have an outbound campaign that like to keep enabled all the time. For example, the caller’s telephone number (Call. When a flow author creates and publishes a flow comprised of menus presented to a caller, Architect performs logic based on caller entry or data dips or lookups, provide self-service functionality or transfer the call. And when I add a number via API /api/v2/outbound/contactlists/ {contactListId}/contacts like that number to be dialed and connect to an outbound flow. The whisper audio set in Architect overrides audio set for the queue. Click Admin. For example, agents may make outbound calls for telemarketing, sales and fundraising, contact list updates, surveys, or verification services. Click New Outbound Route. This action transfers the current interaction to another inbound flow defined for this server and is available from all flow types (inbound, outbound, or in-queue). (Call flow menus only) Set DTMF and optional speech recognition settings: Flow: Add Flow Milestone: Add a flow milestone to generate more granular reporting for flow outcomes. Set Outbound Lines Distribution to specify how many simultaneous calls to place at a given time for an agentless campaign. The system counts the duration for whisper audio as Handle Time. Create an email flow for open and closed schedules; About Architect; Inbound email flows overview; About the custom SMTP server integration for outbound emails; What are ACD email message and attachment size limits? Can I attach files to an ACD email message? What is automatic call distribution (ACD)? The caller dialed a number that directly routes to a flow. An outbound flow processes calls that an agent makes on behalf of a call center or client. The integrations allow users to set caller ID names and phone numbers for outbound calls. Type: Indicates the assignee type: Person, Phone, or Call Flow. the messages change weekly, so instead of continually changing the outbound flow, I am trying to setup the flow to reference the data table for the message to play each week. You can add a Transfer to Flow action to a flow menu or to a task sequence. Create an outbound flow to associate with outbound dialing campaigns, which contact a list of people according to rules and place calls based on information read from a contact list. For more information about using screen pops in a call flow, see the Suggested content. For more information, see Manage ACD email routing and Create a flow. If a customer does not want to wait in queue any longer, you can offer an option in the flow to allow the customer to request a callback from an agent at the earliest opportunity. Use Return After Flow Completion settings to control whether the call returns to the agent or not. Outbound flows have features similar to those of inbound flows, but they also have special features that integrate with the outbound flow’s associated contact. About Architect flow actions in Predictive Engagement: Learn how to integrate Predictive Engagement with third-party CRMs using Architect flow actions. However, if the information is stored into participant data, it can be accessed by subsequent call flows. ININ-OUTBOUND-NOT-TRANSFERRED-TO-FLOW: The system detected a call analysis response set transfer to flow on machine or voice response, but the customer ended the call before the call reached the flow. Should you require higher CPS, open a care case requesting an increase, along with your telephony model and a business justification for the higher CPS desired. Click Default Wrapup Code and choose a wrap-up code to associate with the outbound flow. Network tone analysis begins. Features you can configure. Basic flow creation steps. An outbound campaign places a call. To view the available columns, see the Interactions view section in the View available columns in performance views by category article. In the Name field, type a meaningful name for the transfer action. Note: The same number could route to different flows based on how your organization has set up routing. Outbound campaigns have two types of abandoned calls: True Abandon and Compliance Abandon. For more information about the types of available flows, see the following topics: Work with inbound flows; Work with outbound flows; About in-queue flows In Architect, you can build a Create Callback action into an inbound, in-queue, or outbound call. For a True Abandon call, t he contact answers the call, but hangs up before the system routes the call to an available agent. Compose script pages, previewing and saving as needed to perfect the design. The default is No, meaning that the script ends and the system disconnects the agent from the call when the call passes to the IVR. Ani) does not persist if the interaction is transferred to another call flow. The name of the person, phone, or call flow to which the number is assigned. If outbound dialing places a call, and afterward, call analysis detects special information tones indicating that the telephone number dialed is uncallable, a wrap-up code of ININ-OUTBOUND-SIT-UNCALLABLE is assigned by the system. To help familiarize yourself with outbound flows, review the following pages: Page. S et up the default call flow behavior for menus, speech recognition, event handling, supported language, and actions. 0 flow. Visit our website for more valuable resources: https://www. kjehupyocoulsyuomlbbuhdxnuiwrfwlmlentyitvpbkbdnnaaezysk