Genesys Cloud CX

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  • 1.  Outbound Campaign

    Posted 08-24-2018 15:10
    PureCloud's Platform API has a suite of methods available for managing Outbound Dialing campaigns, which is how we are planning to manage our Patient Inventory IVR process.
    An outbound campaign is associated to a ContactList (the people who will be called), and there is another part, the Call Response, which manages how the call proceeds (the IVR).  The Call Response is also associated to the ContactList.
    As our business model is to call each patient (potentially) multiple times, but stop if they provide us with their inventory / order information, that contact list will change every day.  Manually uploading new lists and configuring the Campaign(s) every day is a large and error-prone task.
    The Platform API has DELETE methods to:
    1. Delete a Contact List completely, or
    2. Delete a single Contact from a list, or 
    3. Delete multiple contacts from a list
    image.png
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    For #s 2 and 3, the ContactList entry/row Id for each Contact must be specified in the URL for the HTTP DELETE request.
    It would be extremely beneficial to have a single method to delete / clear / reset all the Contacts from the list, while maintaining the list to receive new entries.  As it happens, it is quite difficult to construct that URL from Salesforce.  I can get all the data, but assembling it into a valid URL string is .. trying.
    I would like to request a new DELETE method resembling something like this for this purpose: 
    /api/v2/outbound/contactlists/{contactListId}/contacts/all


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    Santiago Torres
    Nxstage Medical, Inc.
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  • 2.  RE: Outbound Campaign

    GENESYS
    Posted 08-27-2018 11:02
    Hello Santiago,

    I appreciate your comprehensive post!  We've heard the same feedback from others.  Feel free to vote for this enhancement request at the link below:

    https://genesys.ideas.aha.io/ideas/CLPLA-I-332

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    Chad McCormick
    Genesys - Employees
    Sr. Product Manager
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  • 3.  RE: Outbound Campaign

    GENESYS
    Posted 12-06-2022 05:17

    Hello Santiago,

     

    The Genesys User Experience (UX) Research team is running a study around the topic of Inbound and Outbound campaigns.


    ABOUT THE STUDY:   

    • Date: from December 1st to 16th
    • Type of study: video chat with one of our researchers 
    • Length: 45 minutes
    • Location: Remote – via Zoom 
    • Your reward: $75 USD or 5,000 GCAP Points, 1-2 weeks after participation

          

    TO PARTICIPATE, COMPLETE THE FORM BELOW 👇

    https://app.smartsheet.com/b/form/b0b0843fa7194654aeafdde4e87a4758

     

    If you're selected to participate, we'll email you more details about the study and set a time for your session. 

       

    IF YOU STILL HAVE QUESTIONS:   

    Email us at SponsorUserProgram@genesys.com

        

    We look forward to meeting with you!  

     

    Best,

    UX Research Team



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    Lais Freitas
    Genesys - Employees
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