Genesys Cloud - Main

Hi,

is it possible for an agent to update the details that are on a Campaign Contact List?

The scenario is this:

During a call, the agent is asked if they could schedule a callback on a different number. The different number also needs to be added to the outbound campaign contact list. 

Is this at all possible via the agent's screen pop or any other way?
#Outbound

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Dimitri Spiropoulos
Foehn Ltd.
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Yes, that is possible using the "Update Contact" and "Schedule callback" actions in your script.

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Tomas Vadinsky, Cigna New Zealand
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Thanks, this is what I was looking for: https://help.mypurecloud.com/articles/contact-list-form/

The agent still needs to put the new number in when they schedule a call back but that's fine.

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Dimitri Spiropoulos
Foehn Ltd.
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Original Message:
Sent: 09-12-2019 19:16
From: Tomas Vadinsky
Subject: Agent to update outbound campaign contact phone number

Yes, that is possible using the "Update Contact" and "Schedule callback" actions in your script.

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Tomas Vadinsky, Cigna New Zealand
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If you want the agent to be able to enter a new number to the contact list rather than just changing the existing number, you could have an extra column in the contact list .csv (named CallbackNumber or whatever). That will create the field to show up in the script form component, and the agent can add the new number in that field (and then should be able to select it when scheduling the callback, though I haven't tested that). That way the new number is saved in the contact list.

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George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
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Original Message:
Sent: 09-13-2019 05:36
From: Dimitri Spiropoulos
Subject: Agent to update outbound campaign contact phone number

Thanks, this is what I was looking for: https://help.mypurecloud.com/articles/contact-list-form/

The agent still needs to put the new number in when they schedule a call back but that's fine.

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Dimitri Spiropoulos
Foehn Ltd.
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Original Message:
Sent: 09-12-2019 19:16
From: Tomas Vadinsky
Subject: Agent to update outbound campaign contact phone number

Yes, that is possible using the "Update Contact" and "Schedule callback" actions in your script.

------------------------------
Tomas Vadinsky, Cigna New Zealand