Genesys Cloud CX

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  • 1.  Outbound Dialer (Mark Contact as Already Called)

    Posted 10-20-2021 08:03
    Is there a way to a mark a contact as already called in campaigns?

    For example, a customer could have 2 policies with us, therefore, they could be loaded twice into the dialer on the first call the agent may address both accounts therefore when the customer's 2nd record pulls in we identify in the notes we don't need to call this customer, however, we can only skip the customer and not just mark as already called as the outcome won't show until we dial the customer.

    Is there a way that I can achieve this using an OB script or call rule set?

    Any ideas would be greatly appreciated.

    Thank you.

    #Outbound

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    Chris

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  • 2.  RE: Outbound Dialer (Mark Contact as Already Called)

    Posted 10-23-2021 13:00
    Best would be to write to a custom column using a wrap-up rule then check that column with a pre call role before dialing.  If set, them mark contact as uncallable.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Outbound Dialer (Mark Contact as Already Called)

    GENESYS
    Posted 10-25-2021 08:42

    Hi Chris,

    I have achieved this in the past by creating a Data Action that will end the Preview and set a wrap-up code. You can then use a Wrap-Up rule or even Wrap-Up Code Mappings to set the record as Uncallable.
    I used the PATCH /api/v2/conversations/callbacks/${input.conversationId}/participants/${input.participantId} API endpoint.
    The body I used was:

    {
    "wrapup":
             { "code": "${input.WrapUpCode}" },
    "state": "disconnected"
    }

    This allowed me to pass in different Wrap-up Codes so the agent can select why they are skipping. You could even add Wrap-Up Notes in there too with this:

    {
    "wrapup":
             {"code": "${input.wrapUpCode}",
               "notes": "${input.wrapUpNotes}"},
    "state": "disconnected"
    }

    Hope this helps,




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    Craig Stevenson
    Genesys - Employees
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