Hi,
Is there any sort of dip functionality that if a contact is made via the outbound dialer but the customer calls back on an inbound service that their contact is updated in the dialer not to dial the number again. For example I have group of agents who work in a blended environment, while they add a wrap up code to both Outbound/Inbound the contact list for outbound does not update to reflect the same wrap up preventing further calls from being dialed.

Is there a variable or call rule that could be placed on the outbound contact list to dynamically trigger an update to the wrap up response when the inbound call takes place?

#Outbound
#Routing(ACD/IVR)
#Unsure/Other

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Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud
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No, there is no way to tie Inbound calls to an Outbound call list, even through the API.

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George Ganahl CCXP, GCP
Principal Technology Consultant
Genesys
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Original Message:
Sent: 05-30-2019 17:22
From: Darryn Chang
Subject: Update response outcome for Outbound/Inbound interactions

Hi,
Is there any sort of dip functionality that if a contact is made via the outbound dialer but the customer calls back on an inbound service that their contact is updated in the dialer not to dial the number again. For example I have group of agents who work in a blended environment, while they add a wrap up code to both Outbound/Inbound the contact list for outbound does not update to reflect the same wrap up preventing further calls from being dialed.

Is there a variable or call rule that could be placed on the outbound contact list to dynamically trigger an update to the wrap up response when the inbound call takes place?

#Outbound
#Routing(ACD/IVR)
#Unsure/Other

------------------------------
Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud
------------------------------