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  • 1.  Different wrap-up rule for last attempt

    Posted 17 days ago

    Hello Community,

    we use outbound progressive campaign with attempt control and need to implement different wrap-up rules for the last attempt and for other attempts, i.e. for all attempts except the last one we need to send SMS X, and for the last attempt we need to send SMS Y, and call a custom web service.

    For implementing these rules we use data action which executes workflow and passes all custom contact list parameters to it. The workflow sends SMS and calls the custom web service if the current attempt is equal to the max attempt.
    We have already added field for current attempt to our contact list, but can't figure out how can we receive the "max attempt" value defined in attempt control and pass it to workflow.


    Any ideas?

    Thanks,


    #Outbound

    ------------------------------
    Irina Milstein
    ITNavPro
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  • 2.  RE: Different wrap-up rule for last attempt

    Posted 9 days ago
    Just create a different column to house the Max Attempts and then have your Workflow read that field of the contact to compare against your current one.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Different wrap-up rule for last attempt

    Posted 9 days ago

    Thanks for your reply, Robert.

    I thought about this, but in this case, I need to synchronize Max Attempt defined in the contact list with Max Attempts defined in the Attempts Control manually. 

    Moreover, if I set different Number of Recall Attempts for different Recall Types, I can't simply compare that the current attempt is equal to the max attempt to determine that this attempt is the last one. 


    To avoid manual synchronization, I decided to use the  /api/v2/outbound/attemptlimits/{attemptLimitsId} API from the Workflow.

    But I still can't figure out how to determine the last attempt in case of different Number of Recall Attempts.

    Regards,
    Irina



    ------------------------------
    Irina Milstein
    ITNavPro
    ------------------------------



  • 4.  RE: Different wrap-up rule for last attempt

    Posted 7 days ago
    I would use the rules on wrap-up to run a data action to write this back to the contact list based on the attempts made.  So you have columns for Attempts that you increment on attempts and then columns for Attempt1, Attempt2, Attempt3, etc and populate the appropriate column when the attempt is made.  Then you will have everything you need in a single place.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------