Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Account Codes

    Posted 02-18-2019 09:09
    No replies, thread closed.
    We need to use Account Codes when making outbound calls to customers. This was possible in PureConnect but I do not see any equivalent in PureCloud?

    Anyone using similar account code functionality for billing customers in PureCloud?

    Thanks,
    Marian
    #Unsure/Other

    ------------------------------
    Marian OConnell
    ------------------------------


  • 2.  RE: Account Codes

    Posted 02-19-2019 09:33
    No replies, thread closed.
    Is the account code part of the contact list?  If so, it's available in the contact list properties in the outbound flow.  https://help.mypurecloud.com/articles/configure-outbound-settings/

    ------------------------------
    Melissa Bailey
    Genesys - Employees
    ------------------------------

    Original Message


  • 3.  RE: Account Codes

    Posted 02-20-2019 07:08
    No replies, thread closed.
    I added the Account Code as a column to the Contact List and it came in to the Contact Lists properties when creating an Outbound Call Flow in Architect. Pulled it through a script for agents then. Thanks very much for the help Melissa

    ------------------------------
    Marian OConnell
    Wren Data Ltd.
    ------------------------------

    Original Message


  • 4.  RE: Account Codes

    Posted 02-20-2019 09:27
    No replies, thread closed.
    Is there any way to use Account Codes outside of Campaigns? Being able to select an account code for a normal outbound call?

    ------------------------------
    Marian OConnell
    Wren Data Ltd.
    ------------------------------

    Original Message


  • 5.  RE: Account Codes

    Posted 02-20-2019 10:58
    No replies, thread closed.
    That is not a standard feature, no. 

    Going the long way around, you could probably do something with an external data source, a script, an intermediary web service...but it would all be a customization.

    There are also various integrations from PureCloud to CRM systems that you might be able to use, both built-in and available from the AppFoundry:

    https://appfoundry.genesys.com/#/filter/purecloud

    ------------------------------
    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 6.  RE: Account Codes

    Posted 02-20-2019 11:09
    No replies, thread closed.
    A bit of a configuration pain, but you could have a separate Queue for each Account Code you require and your agents could place calls through these queues. Should give you the stats you need for billing.

    Alternatively, you could use Wrap Up codes for outbound calls. Would mean they would only be related to the Client name though and not give you any meaning to the outcome of the call.


    ------------------------------
    Craig Stevenson
    https://www.linkedin.com/in/craig-stevenson-contact-centre-cx-specialist-b5249996/

    QPC UK
    https://www.linkedin.com/company/qpc/
    ------------------------------

    Original Message


  • 7.  RE: Account Codes

    Posted 02-21-2019 10:07
    No replies, thread closed.
    Thanks Georg & Craig.
    Will have a look at your suggested workarounds and see what works best.

    ------------------------------
    Marian OConnell
    Wren Data Ltd.
    ------------------------------

    Original Message


Related Content