Handling Inbound Calls when Running an Outbound Auto Dialler

[vickit001]

Hi - we run a Cisco Unified Contact Centre Enterprise Outbound Call Centre.  We are ringing around 2500 people a day.  About 750 of these people call us back, but because their phone numbers are in the automated dialler, and when we rang them they did not answer, the automated dialler will try them again.  How do we take the phone numbers of the people that call us back out of the automated dialler without putting them on the Do Not Call Register?  Thanks Vicki 

[david.macias]

You'll need some 3rd party database. What I've done in the past is, have outbound app send ANI, time of callback, reason for call to a web service, have web service retrieve call disposition from CCE. When someone calls you back, check web service and route the call based on why you called them and mark the call as a callback. Finally, scrub your new list against web service to clear out people who called back.

david

[vickit001]

thank you

[Alexander Anoshin]

A 3rd party outbound solution like http://aurus5.com/outbound/ would help.

When a customer calls back the UCCE trigger it by HTTP providing the phone number of customer to be excluded from the campaign.

[vickit001]

thank you