From a conceptual stand point, you can do this either in one or two steps and the agent doesn't require to have any button in the script as you would do it in the background and save valuable agent time. The routing logic should do the check and add the CLID to the DNC list without even having the agent bother baout doing it.
1.Use PureCloud data actions integration in Architect to check if the inbound CLID is in your contact list
GET /api/v2/outbound/contactlists/{contactListId}/contacts/{contactId}
2.If it is true the update you DNC list with the CLID, else continue your routing logic
POST /api/v2/outbound/dnclists/{dncListId}/phonenumbers
If you want to skip the check if CLID is in your list then you can try to update the contact list directly to make the record uncallable without moving it to DNC
PUT /api/v2/outbound/contactlists/{contactListId}/contacts/{contactId}
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Hichem Agrebi
Orange SA
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Original Message:
Sent: 05-14-2019 09:07
From: Craig Stevenson
Subject: Blending Inbound and Outbound - Script Question
Thanks @Amanda Keeton,
I'm still playing around to see if I can do anything but would be interested in Genesys thoughts on this. Having Inbound and Outbound working seamlessly together would be a great selling tool!
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Craig Stevenson
https://www.linkedin.com/in/craig-stevenson-contact-centre-cx-specialist-b5249996/
QPC UK
https://www.linkedin.com/company/qpc/
Original Message:
Sent: 05-14-2019 08:53
From: Amanda Gebhardt-Keeton
Subject: Blending Inbound and Outbound - Script Question
Good morning Steven,
I hope you are well! Unfortunately I do not have an easy solution for you at the moment, but I would add that you are not alone in seeking a solution for this, and feel that the idea is worth being explored by PureCloud as being part of a native solution for the platform. We actually have been in the process of developing a solution for this very situation for over a year now. In our center, the outbound call list is recycled a couple of times a day for several days. The outbound dialing attempts to the phone numbers in the call list usually results in the customer attempting to call us back. In our situation, the customer calls back into our center via a pulse out number published on the outbound dialing attempt, and we need a way for our agents to be able to look up the customer information on the outbound contact list, and then make that number uncallable in the outbound contact list, as well as also write data back from the inbound call into the outbound contact list with a wrap-up code.
To my understanding, there is no native way to do this within PureCloud.
@Aaron Shirley , based on the conversations we've had thus far what do you feel is the best solution that has been presented?
Amanda
 | Amanda Keeton Contact Center Manager | Baker College Contact Center |  |
|
Original Message------
Hi All,
I'm looking at building scripts that can be used with an Outbound Campaign and Inbound Interactions.
If the Inbound Interaction comes from a CLI that is in my configured Contact List, I want to enable a button the agent can click to mark the Contact List record as Uncallable.
1. Is it possible to have a script with Inbound and Outbound enabled do a lookup in the configured Contact List?
2. Can an action be set on a button to mark that Contact List Record as uncallable or would I need to put the number into a DNC list?
We're trying to make the customers experience better by NOT dialling them if they have already called in.
Thanks in advance,
#Omni-ChannelDesktop/UserInterface
#Outbound
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Craig Stevenson
https://www.linkedin.com/in/craig-stevenson-contact-centre-cx-specialist-b5249996/
QPC UK
https://www.linkedin.com/company/qpc/
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