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CTI Dialer outbound Call

Hi

We are using CRM 7.0 with genesys CTI dialer for outbound Sales in at retail organisation.

In case of a manual call list the call can be rescheduled as per customer request using the reschedule button on the call list work center.

In case of the automated call list execution, how is the call recheduling done? The reschedule button doesnt apprear for automated call list execution on the call list work center.

Any pointers will be much appreciated.

Regards

Sam

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1 Answer

  • Sep 02, 2010 at 03:17 PM

    Hi Sam,

    Did you get any hints around this? We've a similar situation: From IC we're able to reschedule the call throughout the Activity created (did you try that?) but Genesys is having an odd behavior; as soon as we do the reschedule we receive the call that suppose to be executed an hour or two later (rescheduled time).

    We're currently performing a couple of test with Genesys people and if we found something interesting Iu2019ll reply your message again.

    Regards,

    Alvaro

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    • Hi Sam,

      We just confirm with SAP support team that this functionality is not yet supported in CRM.

      On the other hand, Genesys support the re-scheduling of a call from an automatic call list but CRM is not ready to call the corresponding method.

      One possible workaround is to try to execute this functionality in Genesys by using a web service (or something similar) from CRM at the moment of the re-scheduling. Since weu2019re running out of time we decided to create a simple task for the agent so he can call the customer later.

      In response for your question, for this particular we are using date profile 000000000001.

      Regards,

      Alvaro