Hi,
we have the requirement to have scheduled outbound calls generated in Genesys to be pushed to IC agent in preview mode. So in short, the proces is:
Genesys creates a scheduled outbound call
Route to available agent in preview mode
Agent receives the item and place the outbound call after viewing the customer and so on.
All documentation I have read (it's a lot) points out that we need to use SAP CRM call lists. We need to generate the call list in SAP CRM, sync this to Genesys. Genesys will place the call and give the SAP_CALL_ID as Call Attached data. In CRM the agent will reveice the call list ID and gathers the necessary informatio before placing the call.
Now my main question is, can we use preview mode with out SAP Call list?
Any help is welcome.
Regards,
Martin