Genesys Cloud CX (formerly PureCloud)

Discussion Thread View
Expand all | Collapse all

"Just in Time" Scrubbing

  • 1.  "Just in Time" Scrubbing

    Posted 14 days ago
    Edited by Bryan De La Cruz 14 days ago
    What is best practice for scrubbing? (we scrub phone only and the entire record) We're migrating from LiveVox dialer to Genesys. Is there a "Just in Time" table Genesys Cloud uses like their old on premise? If not is there an API I'm unaware of that we can use to flag for DNC without having to stop and recycle the campaign? We don't want a permanent DNC either, its just for that day and will be loading a new list daily.
    #ArchitectureandDesign
    #Integrations
    #Outbound
    #SystemAdministration

    ------------------------------
    Bryan De La Cruz
    ------------------------------


  • 2.  RE: "Just in Time" Scrubbing

    Top 25 Contributor
    Posted 13 days ago
    I typically will use a DNC check data action to check 2 or 3 fields in a pre-call rule but only do one per rule set and check all you need with the single call.

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



  • 3.  RE: "Just in Time" Scrubbing

    GENESYS
    Posted 12 days ago
    Edited by Sean Carter 12 days ago
    Hi Bryan,

    If you want to block calls based on phone number, we do have just-in-time DNC checks. If contacts are queued, then a number is added to a DNC list before call time, that number will be skipped without requiring a campaign recycle. You can also set the entire contact or specific numbers as uncallable (callable: false) in the update contact or add contacts APIs, which will also be honored by the just-in-time checks.

    If you want to skip calls based on other types of contact data, Call Rule Sets have a "Do Not Dial" pre-call action that will skip dialing a contact that has already been queued, based on the result of the rule conditions. You may also find value in Contact List Filters to pre-filter contacts based on their data.

    Thanks,

    ------------------------------
    Sean Carter
    Lead Software Engineer - Outbound
    Genesys
    ------------------------------



  • 4.  RE: "Just in Time" Scrubbing

    Posted 12 days ago
    Thanks Sean,

    When we update the DNC via the API will Genesys behave executing the JIT behavior by default? Will the only thing we need to do is configure a precall policy to check the field that will have the flag? Lastly, Can the DNC be truncated by an external system via the API at the end of the day?

    ------------------------------
    Bryan De La Cruz
    ------------------------------



  • 5.  RE: "Just in Time" Scrubbing

    GENESYS
    Posted 11 days ago
    * The JIT behavior will happen automatically for DNC lists, as long as the DNC list you added to is configured on the campaign.
    * If you're using a contact field to indicate DNC instead of a DNC list, a pre-call rule condition that acts on that field with a "Do Not Dial" action will have JIT behavior as long as the rule set with that condition is configured on the campaign.
    * We do not currently support removing records from a DNC list, so you would need to remove the list from the campaign and add a new one. However, if you're using a custom contact field for DNC, you could update contacts (via an import or the "add contacts" endpoint above would be most efficient) to clear out that field.

    Thanks,

    ------------------------------
    Sean Carter
    Lead Software Engineer - Outbound
    Genesys
    ------------------------------