Genesys Cloud - Main

Hello,

Would it be possible to deprioritize calls based on the ANI and put them last in a queue ?

Which would be the best solution for my use case ?

- From architect, using an if function ?
- Fetch these numbers from a Data Table and apply the lowest priority ?

Thank you in advance,

CHARAF
#Implementation
#Routing(ACD/IVR)

------------------------------
Charaf Eddine Chemlal
NTT France
------------------------------

Comparing the ANI against a list really depends on how many numbers you are talking about.

If it is less than 10, I'd say you could handle that with an expression in a Decision action or use a Select action. If more than that, but under the limits for a data table (and you don't think it will grow past the size of a data table), go that route. Otherwise Id use a CRM integration or a Web Services Data Action to connect with a database and store the priority info there, and assign priority as appropriate.

------------------------------
George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys
------------------------------

Thank you @George Ganahl

In my case, the list of those ANIs is more than 10 also it can be updated over time .

What is the limit that a Data Table can handle ?

Regards,


CHARAF

------------------------------
Charaf Eddine Chemlal
NTT France
------------------------------

Original Message:
Sent: 12-20-2019 13:12
From: George Ganahl
Subject: Apply lowest priority for some inbound calls

Comparing the ANI against a list really depends on how many numbers you are talking about.

If it is less than 10, I'd say you could handle that with an expression in a Decision action or use a Select action. If more than that, but under the limits for a data table (and you don't think it will grow past the size of a data table), go that route. Otherwise Id use a CRM integration or a Web Services Data Action to connect with a database and store the priority info there, and assign priority as appropriate.

------------------------------
George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys
------------------------------

https://help.mypurecloud.com/articles/work-with-data-tables/


Notes:

• The number of data tables allowed in a single organization is 25.
• The number of data rows allowed in a single table is 250.
• The number of fields allowed in a single table is 25.
• The number of characters allows in a single reference key is 256.

------------------------------
George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 12-20-2019 13:18
From: Charaf Eddine Chemlal
Subject: Apply lowest priority for some inbound calls

Thank you @George Ganahl

In my case, the list of those ANIs is more than 10 also it can be updated over time .

What is the limit that a Data Table can handle ?

Regards,


CHARAF

------------------------------
Charaf Eddine Chemlal
NTT France
------------------------------


Original Message:
Sent: 12-20-2019 13:12
From: George Ganahl
Subject: Apply lowest priority for some inbound calls

Comparing the ANI against a list really depends on how many numbers you are talking about.

If it is less than 10, I'd say you could handle that with an expression in a Decision action or use a Select action. If more than that, but under the limits for a data table (and you don't think it will grow past the size of a data table), go that route. Otherwise Id use a CRM integration or a Web Services Data Action to connect with a database and store the priority info there, and assign priority as appropriate.

------------------------------
George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys

Thank you
​

------------------------------
Charaf Eddine Chemlal
NTT France
------------------------------

Original Message:
Sent: 12-20-2019 13:20
From: George Ganahl
Subject: Apply lowest priority for some inbound calls

https://help.mypurecloud.com/articles/work-with-data-tables/


Notes:

• The number of data tables allowed in a single organization is 25.
• The number of data rows allowed in a single table is 250.
• The number of fields allowed in a single table is 25.
• The number of characters allows in a single reference key is 256.

------------------------------
George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys
------------------------------


Original Message:
Sent: 12-20-2019 13:18
From: Charaf Eddine Chemlal
Subject: Apply lowest priority for some inbound calls

Thank you @George Ganahl

In my case, the list of those ANIs is more than 10 also it can be updated over time .

What is the limit that a Data Table can handle ?

Regards,


CHARAF

------------------------------
Charaf Eddine Chemlal
NTT France


Original Message:
Sent: 12-20-2019 13:12
From: George Ganahl
Subject: Apply lowest priority for some inbound calls

Comparing the ANI against a list really depends on how many numbers you are talking about.

If it is less than 10, I'd say you could handle that with an expression in a Decision action or use a Select action. If more than that, but under the limits for a data table (and you don't think it will grow past the size of a data table), go that route. Otherwise Id use a CRM integration or a Web Services Data Action to connect with a database and store the priority info there, and assign priority as appropriate.

------------------------------
George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys

So @George Ganahl, To make sure the call is deprioritized in front of all other calls, just assign priority 0 ?​

------------------------------
Charaf Eddine Chemlal
NTT France
------------------------------

Original Message:
Sent: 12-20-2019 13:20
From: George Ganahl
Subject: Apply lowest priority for some inbound calls

https://help.mypurecloud.com/articles/work-with-data-tables/


Notes:

• The number of data tables allowed in a single organization is 25.
• The number of data rows allowed in a single table is 250.
• The number of fields allowed in a single table is 25.
• The number of characters allows in a single reference key is 256.

------------------------------
George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys
------------------------------


Original Message:
Sent: 12-20-2019 13:18
From: Charaf Eddine Chemlal
Subject: Apply lowest priority for some inbound calls

Thank you @George Ganahl

In my case, the list of those ANIs is more than 10 also it can be updated over time .

What is the limit that a Data Table can handle ?

Regards,


CHARAF

------------------------------
Charaf Eddine Chemlal
NTT France


Original Message:
Sent: 12-20-2019 13:12
From: George Ganahl
Subject: Apply lowest priority for some inbound calls

Comparing the ANI against a list really depends on how many numbers you are talking about.

If it is less than 10, I'd say you could handle that with an expression in a Decision action or use a Select action. If more than that, but under the limits for a data table (and you don't think it will grow past the size of a data table), go that route. Otherwise Id use a CRM integration or a Web Services Data Action to connect with a database and store the priority info there, and assign priority as appropriate.

------------------------------
George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys

A little known feature is you can go beyond 10 by using 10+xxxxx where xxxxx is any value.  It will add the later amount to the 10 for priority.  For instance, to have a call ALWAYS ahead of EVERY other call, you can change the priority to 10+99999.

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

Original Message:
Sent: 12-20-2019 13:26
From: Charaf Eddine Chemlal
Subject: Apply lowest priority for some inbound calls

So @George Ganahl, To make sure the call is deprioritized in front of all other calls, just assign priority 0 ?​

------------------------------
Charaf Eddine Chemlal
NTT France
------------------------------


Original Message:
Sent: 12-20-2019 13:20
From: George Ganahl
Subject: Apply lowest priority for some inbound calls

https://help.mypurecloud.com/articles/work-with-data-tables/


Notes:

• The number of data tables allowed in a single organization is 25.
• The number of data rows allowed in a single table is 250.
• The number of fields allowed in a single table is 25.
• The number of characters allows in a single reference key is 256.

------------------------------
George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys


Original Message:
Sent: 12-20-2019 13:18
From: Charaf Eddine Chemlal
Subject: Apply lowest priority for some inbound calls

Thank you @George Ganahl

In my case, the list of those ANIs is more than 10 also it can be updated over time .

What is the limit that a Data Table can handle ?

Regards,


CHARAF

------------------------------
Charaf Eddine Chemlal
NTT France


Original Message:
Sent: 12-20-2019 13:12
From: George Ganahl
Subject: Apply lowest priority for some inbound calls

Comparing the ANI against a list really depends on how many numbers you are talking about.

If it is less than 10, I'd say you could handle that with an expression in a Decision action or use a Select action. If more than that, but under the limits for a data table (and you don't think it will grow past the size of a data table), go that route. Otherwise Id use a CRM integration or a Web Services Data Action to connect with a database and store the priority info there, and assign priority as appropriate.

------------------------------
George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys

The Priority setting merely offsets the time that PureCloud ACD thinks the call entered the queue. So, a priority of 0 means the call is viewed as coming into the queue at the actual datetime it arrived. A priority of 1 shifts that time back by 1 minute (actually 60,000 ms).

Routing is always FIFO (though affected by Skills scoring as well), so a call with priority set to 0 does not necessarily stay at the back of the queue, though it will stay there for a while.

------------------------------
George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 12-20-2019 13:26
From: Charaf Eddine Chemlal
Subject: Apply lowest priority for some inbound calls

So @George Ganahl, To make sure the call is deprioritized in front of all other calls, just assign priority 0 ?​

------------------------------
Charaf Eddine Chemlal
NTT France
------------------------------


Original Message:
Sent: 12-20-2019 13:20
From: George Ganahl
Subject: Apply lowest priority for some inbound calls

https://help.mypurecloud.com/articles/work-with-data-tables/


Notes:

• The number of data tables allowed in a single organization is 25.
• The number of data rows allowed in a single table is 250.
• The number of fields allowed in a single table is 25.
• The number of characters allows in a single reference key is 256.

------------------------------
George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys


Original Message:
Sent: 12-20-2019 13:18
From: Charaf Eddine Chemlal
Subject: Apply lowest priority for some inbound calls

Thank you @George Ganahl

In my case, the list of those ANIs is more than 10 also it can be updated over time .

What is the limit that a Data Table can handle ?

Regards,


CHARAF

------------------------------
Charaf Eddine Chemlal
NTT France


Original Message:
Sent: 12-20-2019 13:12
From: George Ganahl
Subject: Apply lowest priority for some inbound calls

Comparing the ANI against a list really depends on how many numbers you are talking about.

If it is less than 10, I'd say you could handle that with an expression in a Decision action or use a Select action. If more than that, but under the limits for a data table (and you don't think it will grow past the size of a data table), go that route. Otherwise Id use a CRM integration or a Web Services Data Action to connect with a database and store the priority info there, and assign priority as appropriate.

------------------------------
George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys