Genesys Cloud CX

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  • 1.  Block outbound calls (not in campaign)

    Top 25 Contributor
    Posted 01-19-2022 11:34
    Is there a way to block manual outbound calls based on a DNC liat.  This is where an agent is not part of any campaign.
    #PlatformAdministration

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    Clayton Curtis
    Enova Online Services, Inc.
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  • 2.  RE: Block outbound calls (not in campaign)

    Posted 01-20-2022 00:59
    Only with embedded framework clients like in Salesforce or Dynamics.  With Genesys Cloud native, there is no pre-processing of the manually dialed calls.  You could have a notification service watching for calls and check them against a database and immediately disconnect them or allow them.  That would require some effort.  Orchestrator might also allow a workflow to do this when it comes out.  In the meantime, vote up these:

    https://genesyscloud.ideas.aha.io/ideas/OTB-I-239

    https://genesyscloud.ideas.aha.io/ideas/OTB-I-403

    https://genesyscloud.ideas.aha.io/ideas/INB-I-659

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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: Block outbound calls (not in campaign)

    Top 25 Contributor
    Posted 01-20-2022 09:36
    Interesting Robert, amazingly this is our one pnl that uses salesforce...so it could be blocked from that application?

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    Clayton Curtis
    Enova Online Services, Inc.
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  • 4.  RE: Block outbound calls (not in campaign)

    Posted 01-20-2022 09:57
    Yes, you can use a lightning flow when the click-to-call is made and it will intercept the call, do the lookup, and then either disconnect or send it to the Embedded Framework to dial.

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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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  • 5.  RE: Block outbound calls (not in campaign)

    Top 25 Contributor
    Posted 01-20-2022 16:26
    Robert, you have been extremely helpful (and we are a customer of avtex!).....so, from the lightning script are you able to use Genesys API to query for single number on the list, or do you have to maintain the dnc list outside of genesys?  Reason I ask, i can only see the api to down load the entire list as csv file.  Once again, thanks for your help!!

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    Clayton Curtis
    Enova Online Services, Inc.
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  • 6.  RE: Block outbound calls (not in campaign)

    Posted 01-20-2022 16:59
    Currently, you would have to use an external source or a data table for this.  We can't query for a single number with the current DNC lists.  That will change in the future, but for now just use an table someplace.

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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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