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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Original Message:
Sent: 01-20-2022 09:57
From: Robert Wakefield-Carl
Subject: Block outbound calls (not in campaign)
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
Original Message:
Sent: 01-20-2022 09:36
From: Clayton Curtis
Subject: Block outbound calls (not in campaign)
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.
Original Message:
Sent: 01-20-2022 00:59
From: Robert Wakefield-Carl
Subject: Block outbound calls (not in campaign)
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
Original Message:
Sent: 01-19-2022 11:33
From: Clayton Curtis
Subject: Block outbound calls (not in campaign)
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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