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  • 1.  Add outbound field to conversation details data

    Posted 02-11-2022 15:00
    No replies, thread closed.
    Use Case:
    -  We have outbound campaign list that has a column Loan_Number
    -  I want to get that loan number into the conversation details so we can get the loan id on each attempt 
    -  We have a back end database on premise (snowflake) that uses the converation api  (/api/v2/analytics/conversations/{conversationId}/details)

    -we want that loan id in the conversation details so we can put loan_id for each call into our snowflake db.
    Probably didn't explain this the best but worth a shot.  


    #ArchitectureandDesign
    #Outbound
    #Telephony

    ------------------------------
    Clayton Curtis
    Enova Online Services, Inc.
    ------------------------------


  • 2.  RE: Add outbound field to conversation details data

    Posted 02-11-2022 21:22
    No replies, thread closed.
    I would have a script that runs a data action on load to populate loan_number as the External Tag or a participant attribute on the conversation.  The External Tag is better because you can look that up when you filter interactions.

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

    Original Message


  • 3.  RE: Add outbound field to conversation details data

    Posted 02-17-2022 09:09
    No replies, thread closed.
    You could also use the /api/v2/conversations/{conversationId}/tags API call  in a pre or post call rule via a data action. To Robert's point, that data shows up in the Interactions View. It also shows up on the conversation query here:

    {
    "id": "b573a537-ebf7-4cbb-af7b-ed64ceb0ebca",
    "externalTag": "366321",
    "startTime": "2022-02-13T20:16:52.539Z",
    "endTime": "2022-02-14T14:19:38.622Z"
    ...

    ------------------------------
    Peter Stoltenberg
    Avtex Solutions, LLC
    ------------------------------

    Original Message


  • 4.  RE: Add outbound field to conversation details data

    Posted 02-17-2022 09:43
    No replies, thread closed.
    This looks like a viable option...question, can you set more than one externalTag?  is it just a group of key value pairs, or limited to one pair?

    ------------------------------
    Clayton Curtis
    Enova Online Services, Inc.
    ------------------------------

    Original Message


  • 5.  RE: Add outbound field to conversation details data

    Posted 02-22-2022 15:49
    No replies, thread closed.
    You can only set one External Tag. But, the length of the field is 36 digits, so you could append multiple different values there. Of course, in your ETL layer you would need to parse it out.

    ------------------------------
    Peter Stoltenberg
    Avtex Solutions, LLC
    ------------------------------

    Original Message


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