GAD with OCS

[JTL]

Hopefully a nice easy one!

I have to deploy GAD 7.6 purely in an Outbound environment. It'll be to work with an existing Genesys Outbound Solution, and will be purely to handle the screenpop of customer information (data from within the existing calling lists)and the write back of disposition codes.

It should also handle Agent Statuses (Aux Codes for Not Ready)

To me, this would appear to be a relatively "plain vanilla" setup, right? Am I going to hit any gotchas?

Final question - I'm sure this is possible, but is there a way for the agent to add some free text to a record in GAD, which is written back to a custom field in the calling list when the call is completed?

[cavagnaro]

You can allow the agents to select their not ready codes, just configure them in CME, remember each add/remove will need a GAD restart.
About the agent feedback is a yes, just create a userfield empty and let the agent put its feedback in there. Just going ahead, there is no way to create a combo box for the agent to select an answer pre established.

[JTL]

That's good to know, cavagnaro - thanks.

GAD (and Softphones in general) are not my forte - I usually just get to look at the agent's screen after it is all finished, and sometimes not even that!

Can you elaborate on your last sentence though - do you mean I can't create a list of responses for an agent to pick from? If so, that's not a problem.

Thanks!

[cavagnaro]

Yup, you got it, usually at the begging customers say "yes let the agent write its own stuff" but then they realize that "their own stuff" can be anything...so they will try to use a script which is not possible...on GAD at least

[JTL]

No problem - so as long as I can match up with existing Aux Codes for Not Ready, and use the customer's existing disposition codes (some are custom) we should be OK.

I presume GAD is easily configured for scheduling campaign_callbacks?

[cavagnaro]

It is native on it, what is not native and/or possible is to reschedule to a different number than the one contacted.

[JTL]

I don't think that's a limitation.

However, I will want to restrict agents to scheduling within X days, and not allowing them to schedule something weeks or months in advance. It would be great if this was possible?

[cavagnaro]

Not that I'm aware of, would need a custom development or somehow modify the script that shows the calendar.

[JTL]

Final question...

I can't find anywhere in the Genesys documents how GAD handles Not Ready / Log-off events.

Can an agent request Not Ready or Log-off during a call (or during ACW) and have this processed when their status changes, thus ensuring they can logout without dropping any calls?