SIT Uncallable/SIT Callable

1

We have calls that are flagged SIT Unacallable or SIT Callable. I see these as system generated WrapCodes. Once a SIT response has been received and Genesys moves on from the record, is there any way to override that SIT Callable or SIT Uncallable WrapCode to regenerate another call for that same number?

Originally if we want to call the record again, I would set the list in a sequence to call again and again and again. Would that Sequence Override the original SIT Uncallable or SIT Callable WrapCode?

2

This request is 11 days old. Does anyone have any insight on this topic?

3

No, this functionality is not available. Customers I've talked to have a process to identify the "callable" records and generate a Preview campaign for them so an agent can make a proper determination and mark them uncallable in the GC UI and/or their CRM

4

Thank you for the quick note. I really appreciate the follow up.

5

Could you use the Call Analysis dispositions returned from the Genesys Cloud Edge in a rule and make a decision on what to do with that call? If we recognize the contact as SIT callable or SIT uncallable, there are call analysis dispositions defined here: https://help.mypurecloud.com/articles/call-analysis-dispositions-returned-for-genesys-cloud-edge/

You could schedule a callback if either of those are identified, correct?

6

Same scenario here.
I need invalid numbers to be rescheduled. I'm using the internal call dispositions as pointed out by @78692638d4a24645fbf5 , but the problem is that the phone number is marked as uncallable and the "schedule callback" rule is ignored.
I tried a different approach that was to add a step to invoke a custom Data Action that updates the contact via API and set it back to callable. Problem is that at that point, the contact is not yet marked as uncallable. So the data action is useless.

The ideal would be for us to be able to determine wether an invalid contact/number should be marked as callable or not. I created this idea:
https://genesyscloud.ideas.aha.io/ideas/OTB-I-491

I hope someone has a brilliant idea.

7

Do you have an example of an invalid number? I just tried 1111111111 and received

"lastAttempt": "2022-02-23T22:31:30.680Z",
"lastResult": "ININ-OUTBOUND-NUMBER_COULD_NOT_BE_DIALED"

I also see that the number is still technically callable.
"callable": true,
"phoneNumberStatus": {
"Phone": {
"callable": true
}
},

8

Maybe depends on the carrier. In my side, I'm using BYOC-C with portuguese carrier. I'm trying an invalid number such as +351 9100000 (which does not even contain the correct number of digits).
I'm gettting the call result "ININ-OUTBOUND-SIT-UNCALLABLE".

9

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